Operations Executive M/F
2 weeks ago
Duties and Responsibilities
Customer Service
- Answer incoming calls, assess the urgency of the call, appropriately prioritize and escalate if necessary according to established procedures to ensure optimal quality customer service.
- Perform outbound calls to customers and business partners when necessary after Supervisor approval.
- 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.
- Maintain an individual internal quality level > 95% on a monthly basis.
Premium Refunds:
- Prepare a premium refund file from the portfolio production file received.
- Ensure the correct letter confirming the refund of the premium and the termination of cover is sent to the customer.
- Liaise with customers and partners through phone or e-mail in case of missing information.
- Check monthly reporting per partner for its accuracy and completeness.
- Maintain an individual internal quality level > 95% on a monthly basis.
- Perform any other activities related to the life of the contract.
Partner Management:
- Provide customer service support for all business portfolios according to SLA.
- Travel on operational visits to partners with Supervisor/Operations Manager, ensuring prior organization by means of agenda and minutes to be circulated on return.
- Liaise with all partners to provide follow-up training and clarification on operational queries, understanding of policy wording, and/or working processes via conference calls or emails.
- Relationship building and ongoing management is a large part of this role.
Business Support
- Assist in creating and updating procedures as and when necessary, for new and existing business.
- Assist the Team Leader in ensuring that all business documentation for the department is up to date, filed, and archived.
- Present suggestions for reviewing and updating procedures to Team Leader and implement, coordinate, and monitor any upgrades to procedures as they are signed off.
- Provide training both internal and external.
- Maintain various regular and ad hoc reports and provide them to your Supervisor.
- Perform other work or projects as and when selected by the Operations Team Leader or Operations Management.
Medical Subscriptions (if applicable):
- Ensure subscriptions are prioritized and followed up to ensure they are completed within agreed SLA's.
- Administer subscriptions input and validation following recommendations from medical underwriters.
- Keep management updated on all subscriptions over 500K.
- Ensure proper communication between the team in Dublin, business development, medical underwriters, and our partners to ensure timely decisions are communicated to the partners following service standards.
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