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Policy Management Officer

1 week ago

Dublin, Dublin City, Ireland Awp Health & Life Sa Full time

Policy Management Officer - German JOB DETAILS / ROLE PURPOSE Volume of work including manual work and priorities may change to meet market challenges.
Support the department during our busy renewal period in December and January.
Products and processes may change due to the dynamic nature of the health insurance business.
Remain flexible in time of change and transition due to the fast paced nature of business.
Administration of new large corporate clients with specific requirements.
Multi-tasking of daily workload as well as ad hoc requests and projects.
Meet deadlines all year round.
Support department to ensure service standards are met and exceeded on a daily basis.
Understand the system and its limitations through training and experience.
KEY RESPONSIBILITIES Key responsibilities will include, but are not limited to, the following: .
Time Management Respond to requests from external and internal clients through email within our 24 hour service level agreements (SLA) Be aware of Clients with SLA penalties and adhere to these requirements Process 40+ email per day and work on additional tasks assigned to you (e.g.
Logging of Customer feedback through Salesforce , processing of lists, committee tasks and escalated or urgent queries etc.)
Attend meetings where appropriate and provide minutes and updates to all stakeholders.
Communication Act as the main point of contact for assigned group schemes, Sales Managers & brokers.
Build positive and professional working relationships with internal clients (e.g.
Credit Control, Helpline, Renewals Team, Sales Team, Client Relations).
Be courteous in your verbal and written communication and at the same time ensure that your message is clear and complete.
Team Player Take responsibility for achieving individual goals while understanding the impact on the team.
Assists other teams with administrative tasks such as emails, renewals and new business when required.
Demonstrate a cooperative spirit and contribute to a positive and supportive working environment.
Comply with the team & department working Rota and ensure emails and phones and emails are covered during business hours.
Participate in knowledge sharing, be open and willing to share work related information with others.
Participate in the training of newer team members where appropriate Take initiative and offer assistance to colleagues/ fellow team members..
Respect diversity, values and the opinions of others Commitment & Cooperation Look after the policy management of small, medium and large corporate clients.
Manage short-term business contracts where applicable.
Maintain high level of productivity and quality in all assigned tasks as per agreed SLAs.
Quality Initiatives & Innovation Follow department and company procedures in relation to anti-corruption and fraud, complaints handling and data protection.
Log Customer feedback in Salesforce upon receipt of the email in line with the Client Experience procedures: Identify, Investigate, Log, Resolve/ Follow up.
Log AWP and Client errors in Salesforce upon identification of such.
Handle Data Protection cases with care and take ownership of investigating, reporting and resolving and following up on cases.
Cooperate with the CE Champion throughout the process.
Have the ability to quickly learn the technical aspects of the job & offer system solutions or work-around where possible.
Participate in the improvement of workflows and procedures.
Pro-actively look for ways to improve existing workflows and procedures.
Ownership & Accountability Keep all work within agreed SLA: 24 hours: emails, amendments, complaints & error logging.
48 hours: new business, renewals.
Tailored SLA: for VIP clients.
Raise awareness with your team/ team leader if SLA or agreed deadlines cannot be met.
Ensure your Team leader, Supervisor or Department manager is aware of all cases that could cause potential issues.
Escalate issues asap; in any doubt always check with your TL.
Ensure you use all available system tools within your work environment correctly and on a daily basis: Print Tracker, SharePoint, Salesforce.
Take ownership of your career progression.
Prepare prior to 1-1 and quarterly meetings outlining your goals, ideas and project work.
Continuous Learning Complete the Policy Management training program.
Continuously keep yourself up to date on our system, client, TPA and regulatory requirements.
Customer Service Provide excellent customer service to our internal and external clients, solving problems.
promptly and in a professional manner, preventing unnecessary delays.
Respond to phone calls immediately and ensure the required follow ups are done.
Don't hesitate to call an external or internal client to ensure a quicker resolution of a case/issue, especially with escalation.
Aim to achieve a first time resolution when communicating via email or phone.
Build positive and professional working relationships with external clients (i.e.
group contacts, brokers, etc.).
Manage your markets effectively as per team requirements.
Participate in client presentations, online demos and conference calls.
Build rapport with the Client Relationship Managers and Sales Managers across all regional offices, work with them on any issues relating to your teams' groups.
Get involved with inception and renewal discussion where appropriate, ensuring that your Team Leader is kept updated.
KEY REQUIREMENTS 1-2 years' experience in a Policy Management/Administration role in the Insurance/Financial Services sector or previous experience in a customer focused role in an administrative capacity, ideally in the insurance industry Fluency in English and German Experience working in a pressurized environment with tight deadlines Experience in dealing with emails and phone calls in a target driven environment.
Keyboard skills with experience of Microsoft Office especially Excel and other standard software.
Experience in a customer and quality focused environment, producing accurate work within team turnaround times Client focused Ability to take ownership for their work.
Excellent organizational and time management skills Ability to work effectively within a team Honesty and integrity Results driven Proactive and solution oriented Ability to work on own initiative Excellent verbal and written communication skills Ability to work well under pressure and prioritise tasks 67422 | Underwriting | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent As an equal opportunity employer, Allianz Partners recognizes that our strength lies in our people and we are committed to diversity and inclusivity.
So if you would like to be part of a global company that offers international career opportunities, kick-start your career and dare to join us
For more information, please visit: www.allianz -