Dutch-Speaking Senior Ops Lead (Hybrid)

American Bankers Insurance Company of Florida; Amsterdam; Hybrid; EUR 33,000 - 36,000; Full time

Benefits offered by this job

Flexible hybrid working

Performance-related bonus

Monthly wellbeing allowance

Pension plan

Birthday gift

Job summary

Assurant is seeking a Senior Operations Specialist (Dutch Speaker) in Amsterdam with hybrid working. You will handle complex claims and complaints, coaching colleagues, and supporting the Team Manager to ensure high-quality service and continuous improvement across the Dutch Operations team.

Responsibilities include managing escalations, coordinating daily activities, guiding policy interpretation, and contributing to process enhancements.

Qualifications

• Experience in claims handling, complaints, insurance administration, customer service or operations.
• Experience handling complex customer cases or escalations.
• Ability to coach, support and influence colleagues.
• Strong organizational skills and the ability to prioritise effectively.

Responsibilities

• Perform daily operational handling across relevant products and processes, including claims assessment, customer correspondence, administration, case follow-up and complaint resolution.
• Manage complex, sensitive and escalated cases, ensuring accurate and well-documented decisions.
• Prepare and support responses for Kifid-related matters in cooperation with the Team Manager and relevant Legal, Compliance or business stakeholders.
• Act as the first escalation point for colleagues and support them with complex customer situations.
• Provide guidance on policy interpretation, evidence requirements and customer communication.
• Support the Team Manager with workflow planning, prioritisation and service delivery.
• Help coordinate daily activities and provide operational support when required.
• Conduct quality reviews and help drive coaching and process improvements.
• Identify operational risks, inconsistent decisions and recurring customer pain points, and elevate material concerns promptly to the Team Manager.
• Support onboarding, training and knowledge sharing across the team.
• Maintain procedures, templates and operational guidance materials.
• Contribute to projects, change initiatives and service improvements.

Skills

Fluent Dutch

Good English

Claims handling

Customer service

Operations

Coaching colleagues

Education

MBO+ / HBO level education

Tools

Microsoft 365

Case-management systems

Job description

Assurant is seeking a Senior Operations Specialist (Dutch Speaker) in Amsterdam with hybrid working. You will handle complex claims and complaints, coaching colleagues, and supporting the Team Manager to ensure high-quality service and continuous improvement across the Dutch Operations team.

Responsibilities include managing escalations, coordinating daily activities, guiding policy interpretation, and contributing to process enhancements.