Senior Operations Specialist (Dutch Speaker)

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

Benefits offered by this job

Hybrid working after training

Performance-related bonus

Monthly wellbeing allowance

Transport allowance

28 days holiday

Premium-free pension

Birthday gift

Career development

Job summary

Assurant, Inc. in Amsterdam is seeking a Senior Operations Specialist (Dutch Speaker) to join our Dutch Operations team.

You’ll handle complex claims and complaints, coach colleagues, and support the Team Manager to maintain quality standards and smooth day-to-day operations. You’ll be the first escalation point for complex cases, coordinate responses with Legal and Compliance, and contribute to process improvements.

Qualifications

• Fluent Dutch and good English communication skills.
• 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 skills.
• Ability to coach, support and influence colleagues.
• Strong organisational skills and the ability to prioritise effectively.
• Comfortable working with Microsoft 365 and case-management systems.
• MBO+ / HBO level of working and thinking through education and/or experience.

Responsibilities

• Perform daily operational handling across relevant products and processes, including claims assessment and complaint resolution.
• Manage complex, sensitive and escalated cases with well-documented decisions.
• Prepare responses for Kifid-related matters with stakeholders.
• Be the first escalation point for colleagues and support them with complex situations.
• Provide guidance on policy interpretation, evidence requirements and customer communication.
• 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 elevated concerns to Team Manager.

Skills

Dutch language

English language

Claims handling

Coaching

Attention to detail

Education

MBO+/HBO level

Tools

Microsoft 365

Case-management systems

Job description

Senior Operations Specialist (Dutch Speaker)
Location: Amsterdam | Hybrid Working

As a Senior Operations Specialist, you'll play a key role within our Dutch Operations team. Alongside handling complex claims and complaints, you'll act as a trusted operational partner to the Team Manager, supporting colleagues, maintaining quality standards and helping ensure smooth day-to-day operations.

You'll be the first point of support for escalations, complex cases and complaints, while coaching colleagues and contributing to continuous improvement across the team.

What You’ll Do

• Perform daily operational handling across the 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.

What You’ll Bring

• Fluent Dutch and good English communication skills.
• 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 skills.
• Ability to coach, support and influence colleagues.
• Strong organisational skills and the ability to prioritise effectively.
• Comfortable working with Microsoft 365 and case-management systems.
• MBO+ / HBO working and thinking level through education and/or relevant experience.

What We Offer

• Competitive annual salary of €3.000 - €3.200 gross per month, plus holiday allowance paid in 12 monthly payments. (Total annual salary = €38.880 - €41.472)
• Flexible hybrid working after training: 2 or 3 days from home per week.
• Performance-related bonus.
• Monthly wellbeing allowance of €45 net.
• Transportation and working from home allowance.
• 28 days of holiday, plus wellbeing and employee support programmes.
• Premium-free pension plan.
• €50 net birthday gift.
• Comprehensive training programme to help you build confidence and expertise.
• Access to Udemy and ongoing career development opportunities, including pathways to specialist, quality, training, team leader, or operational support roles.