Description du poste
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 provided 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 in order to provide follow-up trainings 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 and when 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 team leader and implement, coordinate, and monitor any upgrades to procedures as they are signed off.
* Provide training both internal & external.
* Maintain various regular and ad hoc reports and provide to your supervisor.
* Perform other work or projects as and when 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 recommendation 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.
Critères de candidature
* Durée: 6
* Poste avec management: Non
* Niveau d'étude minimum: Bac
* Formation / Spécialisation: Any relevant qualification
o Experience in claims handling, complaints resolution would be an advantage.
o Minimum 2 years’ experience in customer service required.
o Good organization and administration skills.
o Strong customer service skills/customer oriented.
* Niveau d'expérience minimum: 3 - 5 ans
* Langues: Fluency in both Italian and English.
Entreprise Crédit Agricole Assurances
Crédit Agricole Assurances est le 1er assureur en France et le 1er bancassureur en Europe. Le groupe propose une gamme de produits et services en épargne, retraite, santé, prévoyance et assurance des biens. Ils sont distribués par les banques du groupe Crédit Agricole en France et dans 8 pays dans le monde, par des conseillers en gestion patrimoniale et des agents généraux. Les compagnies de Crédit Agricole Assurances s'adressent aux particuliers, professionnels, agriculteurs et entreprises. À fin 2023, Crédit Agricole Assurances compte 5 800 collaborateurs et son chiffre d'affaires s'élève à 37,2 milliards d'euros (normes IFRS). Leader de l'assurance emprunteur en France et 3ème acteur européen du domaine, ainsi que 1er en France concernant la prévoyance décès, l'assurance obsèques et la dépendance, nous développons des solutions pour couvrir les risques liés au décès, à l'arrêt de travail et à la dépendance, auprès des jeunes, des familles et des séniors, des salariés et des professionnels, via des parcours multicanaux intégrés dans les process de nos partenaires : banques de détail et sociétés de financement spécialisées en France et Europe. Ce sont près de 500 collaborateurs, basés à Paris, Lille, Dublin et Milan, qui contribuent à cette activité. Convaincus que la diversité est une source d'enrichissement pour tous, nous sommes engagés en faveur de l'inclusion. Nos postes sont ouverts à toutes et tous, quels que soient les handicaps ou les singularités de chacun.
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