Nous rejoindre, c'est intégrer un groupe multi-expert, solide et proche de ses clients, 1er bancassureur en Europe et 1er assureur en France. Nous sommes implantés dans 9 pays et comptons 5 800 collaborateurs dans le monde pour répondre aux besoins en protection et en épargne de nos clients.
Nous les accompagnons à travers nos quatre grands métiers en :
Epargne et retraite Prévoyance, emprunteur et assurances collectives Assurances dommages Santé et territoires Le groupe Crédit Agricole Assurances s'est construit autour de la volonté d'être un assureur complet, diversifié et international au service de ses partenaires, notamment les Caisses régionales de Crédit Agricole et LCL. NOTRE ENGAGEMENT RH Pour favoriser l'épanouissement professionnel de nos collaborateurs, nous nous engageons chaque jour en faveur de leur bien-être.
Pour cela, nous attachons une attention particulière aux nouveaux modes de travail et de management ainsi qu'à la qualité de vie au travail.
Convaincus que la Diversité est une source d'enrichissement pour tous, nous sommes engagés en faveur de l'inclusion.
Nos postes sont ouverts à toutes et tous, quels que soient les handicaps ou les singularités de chacun. Consultez nos offres et découvrez les avantages à nous rejoindre : télétravail, engagement sociétal, dispositif de rémunération…
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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