Operations Expert: Claims & Escalations Lead (Hybrid NL)

Assurant; Amsterdam; Hybrid; EUR 33,000 - 36,000; Full time

Benefits offered by this job

Competitive salary

Hybrid working after training

Performance-related bonus

Wellbeing allowance

Pension plan

Birthday gift

Training and career development

Job summary

Assurant in Amsterdam is seeking a Senior Operations Specialist to support the Dutch Operations team. You will handle complex claims and complaints, coach colleagues, and partner with the Team Manager to ensure quality and smooth daily operations.

You’ll be the first escalation point for complex cases, guide policy interpretation, and help drive service improvements across daily activities and processes.

Qualifications

• Fluent Dutch and good English communication.
• Experience in claims handling, complaints, insurance administration, customer service or operations.
• Experience handling complex customer cases or escalations.
• Strong judgment, attention to detail and problem-solving.
• Ability to coach, support and influence colleagues.
• Strong organisational skills and prioritisation.
• Comfortable working with Microsoft 365 and case-management systems.
• MBO+ / HBO level education or equivalent experience.

Responsibilities

• Handle daily claims and complaints, including administration and case follow-up.
• Manage complex, escalated cases with accurate, well-documented decisions.
• Prepare responses for regulatory matters in cooperation with managers and stakeholders.
• Be first escalation point for colleagues and support complex customer situations.
• Provide guidance on policy interpretation, evidence requirements and customer communications.
• Support Team Manager with workflow planning, prioritisation and service delivery.
• Coordinate daily activities and provide operational support when required.
• Conduct quality reviews and drive coaching and process improvements.
• Identify operational risks and coordinate with the Team Manager on issues.
• Support onboarding, training and knowledge sharing across the team.
• Maintain procedures, templates and operational guidance materials.
• Contribute to projects and service improvements.

Skills

Dutch (Fluent)

English (Fluent)

Claims handling

Complaints handling

Customer service

Operations experience

Coaching

Organization

Education

MBO+/HBO level

Tools

Microsoft 365

Case management systems

Job description

Assurant in Amsterdam is seeking a Senior Operations Specialist to support the Dutch Operations team. You will handle complex claims and complaints, coach colleagues, and partner with the Team Manager to ensure quality and smooth daily operations.

You’ll be the first escalation point for complex cases, guide policy interpretation, and help drive service improvements across daily activities and processes.