Exciting Opportunity: Expert Insurance Handler - Credit and Lifestyle Protection
Are you ready to elevate your career? We are seeking a dedicated Operations Service Expert (Claims Handling Expert) for the Credit and Lifestyle Protection department to ensure exceptional service delivery and maintain high standards in our operational processes. This is your chance to become a key team member, focusing on local controls, data quality, and documentation of procedures, while collaborating with internal stakeholders to provide effective solutions.
In this role, you will act as a subject matter expert and the main contact for operational BAU requests, working closely with the Operations Manager and Claims Associates. Your leadership and technical skills will be pivotal in driving continuous improvements and managing operational projects that enhance our service delivery.
Key Responsibilities:
* Subject Matter Expert
* Write and maintain operational procedures (approved by OM)
* Deliver training to new resources
* Act as Ops Data Steward
* Support local IT activities, if needed
* Support Customer Experience team’s tasks, if needed (e.g., listening to Associates' weekly calls)
* Support external/internal reporting, if needed
* Process claims, if needed
* Monitor insurance-related information (e.g., correctness of Terms and Conditions) and act accordingly
* Attend client meetings when required by OM
* Leverage team expertise for product development and process design
* Represent Operations in collaboration with other functions and promote operational services as a value-add
* Manage operational incidents with support from local OM or stakeholders
* Act as deputy for the OM as required, including organizing daily work distribution, managing incoming work & SLAs, forecasting staffing, and resolving resource issues
Complaints and Fraud Activities:
* Manage complaints, litigation, regulator reporting, and communication with legal teams
* Participate in monthly CCC calls
* Ensure continuity of anti-fraud activities
Support the Value Proposition:
* Develop controls and identify improvements for new deals in collaboration with deployment teams
* Participate in business requirements documentation with cross-functional teams
Customer Improvement Initiatives:
* Follow up on operational process implementation and stabilization; recommend process improvements to enhance customer experience and efficiency
* Support operational incident handling and local support teams
Regulatory Compliance:
* Monitor BAU operations for compliance, perform FMEA regularly, and alert relevant parties of risks
* Ensure adherence to regulatory policies, procedures, and legislation
Ideal Candidate Profile:
* At least 3 years of experience in claims handling within insurance
* Education or experience in insurance, finance, health, or social sectors
* Experience in handling life, disability, unemployment, or personal insurance claims preferred
* Fluent in at least one local language; business proficiency in English required
* Responsible, analytical, and innovative thinking
* Proficient in MS Office (Outlook, Word, Excel)
* Knowledge of GDPR, AML, OPS guidelines & procedures
* High accuracy standards and strong communication skills
Join us at our Madrid headquarters and contribute to enhancing AXA Group’s operational excellence! Your role will be vital to our collective success.
Who we are:
We’re AXA Partners, experts in designing and delivering assistance solutions, specialised insurance, credit, and lifestyle protection worldwide. Our strength lies in our passionate team of over 8,500 people and a vast network of 55,000 professionals globally. Powered by technology and a human touch, we continuously evolve to provide seamless, reassuring experiences. We also care about the environment: for every new recruit with a permanent contract, we plant a tree!
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