The Role
Our client, located in Dublin 2, is a leading insurance provider, with around 30 partners in six countries. They are looking to hire a Fluent Polish speaking Operations Executive (fixed Term contract) to join their team)
The main duties of this role is to efficiently administer, investigate and process claims, handle and resolve complaints for PPI business, answer customer phone calls, implementing streamlined processes and procedures and provide business support on all operational aspects within your team and your department.
Claims:
- Assess and process claims within the PPI portfolio according to relevant policy terms and conditions
- Process and decision claims over the delegation for all businesses based on recommendation received from TPA and according to the relevant policy terms and conditions.
- Confirm approval to TPA
- Check monthly reporting per partner for its accuracy and completeness
- Check Claims transfer request forms and sign off monthly/weekly confirming accuracy
- Maintain an individual internal quality level > 95% on a monthly basis
Complaints
- Log all customer complaints
- Review the complaint and process same within delegation authority.
- For cases above the delegated authority, prepare a recommendation for sign off via escalation route according to complaints procedure
- Analyse and report all third level complaints internally
- Coordinate, monitor and report all legal complaints/summons following the complaint procedure
Customer Service (if applicable):
- Answer customer service telephone calls as part of the call center roster when requested to do so
- 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
Business support
- Assist in creating and updating claims and subscriptions procedures as and when necessary, for new and existing business
- Provide training both internal & external
- Maintain various regular and ad hoc reports if requested
- Perform other work or projects as and when selected by the management team Partner Management
The Person
Qualification & skills
- Education: any relevant qualification
- Skills & Competencies: Claims handling and complaints resolution competencies, legal/regulatory complaints & Medical underwriting Language requirements:
- Fluency in Polish and English a MUST, German an advantage
If you are fluent in Polish and have the relevent experience please send us your CV today
