Job Description:
We are looking for a "Technical Executive" to join our team at AXA Partners. This is a key role that bridges technical expertise with team development, providing expert support and instruction to our Agents while managing excellence.
What you’ll be doing:
- Conduct 1-to-1 technical and informative sessions with Agents as needed
- Review daily team KPIs and SLAs, reporting to Team Leader and Operations Manager
- Conduct complaint analysis and root cause analysis
- Participate in and propose process improvement implementations
- Participate in crisis cells when necessary
- Participate in client audits and workshops at their level
- Manage agenda control: daily organization, volume control, categorization, assignment, and prioritization
- Monitor Agents' telephony performance and provide corrective feedback
- Actively manage case escalations and complex cases, delivering quality solutions within appropriate timeframes
- Control EOD, LLN, and Recovery activities, monitoring cases and advising Agents
- Monitor Red Flag notifications and updates
- Transfer policy knowledge to the Agents team, ensuring compliance
- Support process and improvement implementations
- Provide technical support and coaching while promoting quality standards
- Maintain continuous contact with Team Leader and Operations Manager
- Action complaints by providing case summaries and reviews to the Complaints team
What you’ll bring:
Required Experience:
- Minimum 2 years of experience in claims processing, preferably with policies
- Minimum 3 years of knowledge in Travel claims activity (AEV)
- Deep knowledge of Travel processes and policies
Languages:
- Spanish: Professional level (required)
- English: Professional level (required)
- French: Desirable (a plus)
Technical Skills:
- Excellent technical skills and knowledge of complex cases (EODs, LLNs, Red Flags)
- Proficiency with case management systems and tools
- Meticulous attention to detail and consistent focus on quality and accuracy
- Excellent organizational and time management skills
Soft Skills:
- Communication: Ability to communicate clearly, both verbally and in writing, including in stressful and frustrating situations
- Manage multiple tasks simultaneously
- Proactivity: Initiative in continuous improvement
- Receptiveness to Feedback: Openness to constructive criticism and willingness to improve
- Coaching: Strong coaching skills and passion for empowering Agents to make autonomous decisions
- Professional Ethics: Alignment with AXA's corporate culture and values
Leadership Competencies:
- Strategic Vision: Understands the impact of their work on business priorities and acts accordingly
- Customer Focus: Delivers service to internal/external customers in a reliable and attentive manner
- Change Leadership: Demonstrates willingness to implement changes that add value
- Results Orientation: Ensures timely, high-quality deliverables
- Building Capability: Drives own personal development
- Team Leadership: Contributes to the team's high performance standards
**SCHEDULE: Monday-Friday from (13h-21h) Adaptable**
To apply, click on the ‘apply for this job’ button, you’ll then need to log in or create a profile to submit your CV. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, please send an email to AXA Partners Global HR Response - globalhr@partners.axa
Who we are:
We’re AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection – with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive – offering solutions and services that make sure we’re always at people’s side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we’re always looking at new ways to offer seamless and reassuring experiences when it really matters.
Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract)