Claims & Customer Service Associate

**Job Description**:
A new job opportunity in AXA Partners Italy.

We are looking for a CLAIMS & CUSTOMER SERVICE ASSOCIATE based in Milan.

Type of contract: Permanent

Schedule: Full Time

Reporting to the Claims Team Leader or Claims Manager the Claims and Customer Service Associate is responsible to handle Claims, calls, and day to day Back Office activities like to index inbound claims documentation, execute controls and perform administrative duties to keep AXA and our Partners systems in synchrony.

**The Claims & Customer Service Associate**will have to demonstrate strong performance**:

- Provide good service to customers (Junior, EXP, Master)
- Achieve and surpass customer expectations (Junior, EXP, Master)
- Act as a point of reference for colleagues (Master)
- Champion and support change (Master)
- Act as a point of reference in the Manager’s absence (Master)
- Demonstrate ability to analyse and interpret data (EXP, Master)

**WHAT YOU'LL BE DOING**

**Claims & Customer Service**
- Calls & Claims Handling - receive, validate, assess and process New and Continuing Claims (Junior, EXP, Master)
- Handle complex Calls & Claims escalated by Junior Associates or EXP (Master)
- Responsible to provide good service to Customers by achieving and surpassing customer expectations and take responsibility for resolving any customer service issues relating to our customers (Junior, EXP, Master)
- Play an active role to drive customer service excellence by ensuring achievement of productivity and quality assurance metrics (Junior, EXP, Master)
- Complaints Handling - receive, validate assess and resolve new complaints (Master) if requested
- Act as a point of reference for colleagues (Master)
- Deputise for the Manager in their absence (Master)
- Produce Reports and Controls as requested by Manager (Master)
- Take a key role in the training programmes, championing change, coaching the team and handling quarries if requested by Manager (Master)
- Index inbound claims documentation/correspondence within AXA imaging system (Junior, EXP, Master)
- Prepare AD-HOC analysis, action data reconciliation requests and perform deep dive analysis as required by internal & external stakeholders (Junior, EXP, Master)
- Perform administrative activities to keep client & AXA systems in synchrony (for instance, daily layouts processing, letters transfer, among others), handle inconsistences and action those upon (Junior, EXP, Master)
- Perform Post-Sales activities as requested by the Business (Junior, EXP, Master)

**Customer Improvement Initiatives**
- Make recommendations regarding improvements of administration practices and implement when required (Junior, EXP, Master)
- Championing and support the implementation of improvements to processes and procedures (Master)

**Regulatory Compliance**
- Work in compliance with regulatory policies and procedures, policy terms and conditions and current relevant legislation and regulations (Junior, EXP, Master)
- Action its own OCIF (Operational Control Framework) findings and address feedback to close out failures (Junior, EXP, Master)

**Key Performance Indicators (Junior, EXP, Master)**
- Individual Telephone Service Standards
- Individual Productivity Standards
- Quality of decision-making & calls handling
- Controls findings

**WHAT YOU'LL BRING**

**Education & Experience**
- Fluent English languages
- Excellent communication skills with track record of dealing with colleagues and customers at all levels
- Technical degree or above
- Two previous years’ experience in similar position (Junior, EXP)
- Two previous years’ experience as Claims Asssment & Customer Service Associate with track record of excellent performance (Master)
- Excellent communication skills with track record of dealing with colleagues and customers at all levels

**WHAT WE OFFER**

At AXA Partners, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that.

**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)