Duties and Responsibilities
Customer Service
* Answer incoming calls, assess the urgency of the call, appropriately prioritize and escalate if necessary according to established procedures to ensure optimal quality customer service.
* Perform outbound calls to customers and business partners when necessary after supervisor approval.
* Maintain call accepted rate within SLA.
* Ensure calls are answered within SLA.
* Ensure timely follow-up is completed on all post-call administration.
* Ensure quality answers are provided to customers and a level of professional response is maintained at all times.
* Maintain an individual internal quality level > 95% on a monthly basis.
Premium Refunds:
* Prepare a premium refund file from the portfolio production file received.
* Ensure the correct letter confirming the refund of the premium and the termination of cover is sent to the customer.
* Liaise with customers and partners through phone or e-mail in case of missing information.
* Check monthly reporting per partner for its accuracy and completeness.
* Maintain an individual internal quality level > 95% on a monthly basis.
* Perform any other activities related to the life of the contract.
Partner Management:
* Provide customer service support for all business portfolios according to SLA.
* Travel on operational visits to partners with supervisor/operations manager ensuring prior organization by means of agenda and minutes to be circulated on return.
* Liaise with all partners to provide follow-up training and clarification on operational queries, understanding of policy wording and/or working processes via conference calls or emails.
* Relationship building and ongoing management is a large part of this role.
Business Support
* Assist in creating and updating procedures as necessary for new and existing business.
* Assist the team leader in ensuring that all business documentation for the department is up to date, filed, and archived.
* Present suggestions for reviewing and updating procedures to the team leader and implement, coordinate, and monitor any upgrades to procedures as they are signed off.
* Provide training both internal and external.
* Maintain various regular and ad hoc reports and provide them to your supervisor.
* Perform other work or projects as selected by the operations team leader or operations management.
Medical Subscriptions (if applicable):
* Ensure subscriptions are prioritized and followed up to ensure they are completed within agreed SLA’s.
* Administer subscriptions input and validation following recommendations from medical underwriters.
* Keep management updated on all subscriptions over 500K.
* Ensure proper communication between the team in Dublin, business development, medical underwriters, and our partners to ensure timely decisions are communicated to the partners following service standards.
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