Operations Executive M/F

7 days ago


Dublin, Dublin City, Ireland Crédit Agricole Group Full time

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 maintained 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 trainings 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 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 & external.
  • Maintain various regular and ad hoc reports and provide them to your Supervisor.
  • Perform other work or projects as 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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