Job description

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 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 life of the contract

Partner Management:

• To 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 in order 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 and when necessary, for new and existing business
• Assist the Team Leader in insuring 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 to your Supervisor
• Perform other work or projects as and when selected by the Operations Teams Leader or Operations Management

Medical subscriptions (if applicable):

• To ensure subscriptions are prioritized and followed up to ensure they are completed within agreed SLA’s
• To administer subscriptions input and validation following recommendation from medical underwriters
• To keep management updated on all subscriptions over 500K
• To ensure proper communication between the team in Dublin, Business
• Development and medical underwriters and our Partners to ensure timely decisions are communicated to the partners following service standards

Complément

Claims (if applicable):
Assess and process claims within the PPI portfolio according to relevant policy terms and conditions
Process and decision claims over the delegation for all businesses based on recommendation received from TPA and according to the relevant policy terms and conditions. Confirm approval to TPA
Check monthly reporting per partner for its accuracy and completeness
Check Claims transfer request forms and sign off monthly/weekly confirming accuracy
Maintain an individual internal quality level > 95% on a monthly basis
Complaints (if applicable):
Log all customer complaints sent directly to CACI Life/Non-Life or indirectly via TPA using Respond System.
Review the complaint and process same within delegation authority. For cases above the delegated authority, prepare a recommendation for sign off via escalation route according to complaints procedure.
Analyse and report all third level complaints internally
Coordinate, monitor and report all legal complaints/summons following the complaint procedure

Projects:
Participate in any projects related to your market including but not limited to – new product implementation and ongoing administering, new partnership implementation and ongoing administering
Training related to day to day business, training of new partnerships, new product training internally within the team/department or within the partnerships