Job Details: Senior Customer Operations Administrator, Claims
This role is based in Navan on the Claims Team as a 12 Month Contract under the Regular Premium & Legacy Pillar.
The Senior Customer Operations Administrator is responsible for ensuring the timely and effective day-to-day processing of activity for UPE and UW across the various product lines (IP, Wealth Protection, UPE Dublin), ensuring that all work items are processed in accordance with compliance obligations and within agreed service standards.
Key Responsibilities
* Ensure the needs of the customer are managed and excellent customer service is provided across the varying processes for all customers (Internal & External). Adopt a best practice approach to all tasks.
* Maintain an operational risk and control environment and supporting framework that is consistent with a first-class front-line shared services organisation and that is embedded as part of day-to-day operations.
* Ensure processing of own tasks within agreed SLA.
* Be open to take on new tasks when required.
* Ensure adherence to policies and procedures across the various products and business lines.
* Embrace a risk-aware mind-set and ensure any issues/risks are identified and brought to management attention in a timely manner.
* Portray a mind-set of continuous improvement and innovative thinking.
* Bring ideas and improvements to the table and operate a can-do attitude.
* Complete all tasks in a manner cognisant of the following measures: End to end timelines, First point resolution, removal of waste, Customer effort, Costs.
* Use initiative for problem solving and identification of improvement measures.
* Identify opportunities to enhance customer experience.
* Support the roll out of strategic projects and initiatives as required.
* Support new starters and junior members in training and share knowledge throughout the team.
* Become familiar with team volumes, metrics, and reporting on MI.
* Identify where further support is required for junior members.
* Maintain and develop relationships with all key stakeholders such as sales, clients, and intermediaries.
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