Customer Operations Administrator
7 days ago
Location: Dublin
Working Pattern: Hybrid
Contract: Permanent
FNZ EU dac is a member company of the FNZ Group.
Since its formation in 1998, FNZ EU dac has become one of Europe's leading providers of third party services to the insurance and investment market, has issued more than 1.7m policies on behalf of its partner clients, and has supported its clients' needs throughout 15 international jurisdictions.
Our ambition is to continue our growth by offering excellent service to our existing clients, acquiring new clients, and extending the range of services on offer.
Role Overview
The Customer Operations Administrator with fluent French role is to work within a team or teams on normal day-to-day work to consistently deliver the expected excellent customer service standards, maintain excellent client relationships, and escalate any actions where appropriate within agreed SLA's.
Reporting to the Service Coordinator / Customer Operations Manager, the successful applicant will:
- Complete team work within the required SLA's and ensure own work and the overall team meets their daily SLA's.
- Deliver top-class customer service to all internal and external customers.
- Handle level 1/level 2 queries daily, providing telephone support during agreed hours where required. Respond promptly to emails, correspondence, telephone calls, and technical queries from FNZ EU dac clients, distributors, and policyholders in French.
- Quality-check outgoing policyholder documentation and incoming policyholder requests (i.e., in French).
- Handle any complaints received in relation to the service provision where required.
- Provide support to the Service Coordinator / Team Manager as required.
- Gain an adequate understanding of our services and the products we administer.
- May be responsible for additional tasks outside the normal day-to-day work.
- May be asked to work on project work within their team, department, or FNZ EU dac.
- Represent the client at internal meetings/huddles and influence colleagues on priority and delivery dates.
- Report on own work progress on a daily or weekly basis as agreed.
- Ensure all work is completed to a high standard.
- Identify and escalate errors occurring within the team. Suggest solutions and controls required.
- Contribute to the development of service standards and play a part in delivering these standards.
- Help implement controlled manual solutions while system functionality is being developed.
- Test and document the operating effectiveness of departmental controls. Adhere to our control framework to a high standard to ensure audit and quality standards are maintained at all times.
The Person:
The ideal candidate will need to have a proven ability to operate in a fast-moving environment to deliver service meeting expectations. They will also have:
- Experience in a similar working environment or industry.
- Experience in the French market would be an advantage.
- An ability to work in a small flexible team operating to tight deadlines.
- Excellent written and oral communication and interpersonal skills.
- A strong customer service orientation.
- It is essential that the potential jobholder be able to analyze and process requests based on receipt of documentation in French.
The Competencies:
- Problem Solving and Decision Making
- Communicating and Influencing
- Delivering Superior Customer Satisfaction
- Drive for Results
- Team Work and Cross-Functional Collaboration
Applications close on January 24th, so don't miss this opportunity—apply now and join our dynamic team
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