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 internally & externally.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 SLAs.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, and medical underwriters and our partners to ensure timely decisions are communicated to the partners following service standards.
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