Senior Operations Specialist (Dutch Speaker)

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

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.

We look forward to receiving your application #LI-Hybrid Helping People Thrive in a Connected World Connect with us. Bring us your best work and your brightest ideas. And we'll bring you a place where you can thrive. Learn more at jobs.assurant.com.

What's the culture like at Assurant?

Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 14 countries and awarded the Fortune America's Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview

Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world's leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

AI and Biometric Usage

Assurant supports the responsible use of Artificial Intelligence (AI), but we want to know the real you. Visit our AI Usage Guidelines page to understand what we expect from applicants regarding their use of AI during the application process. Since we would like to know the real you, we require that all of our virtual interviews be conducted on video. Employment is contingent upon completion of a required identity verification process, which may include biometric technology, where permitted by applicable law and subject to applicable notice and consent requirements. See our Privacy Notice to learn about Assurant's privacy practices, including our use of AI-enabled technology, automated decision making, and biometric information.