Operations associate

16 hours ago


Helsinki, Uusimaa, Finland AXA Full time

Danish & Norwegian Speaking Operations Associate

Location: Helsinki (hybrid)

Contract Type: Fixed contract, 6 months

Application Deadline: Apply before the 18th of March

The Operations Associate is part of the Operations team, investigating and making independent decisions on claims related to unemployment, disability, loss of life, and other incidents. This role requires the ability to understand customers' overall situations relevant to policy and claims perspectives. The Operations Associate interacts with customers via phone, email, and other correspondence, and also collaborates with clients and third parties on policy and claims-related questions. The work is target-driven, with quality and quantity measured regularly. Fluency in Danish and English is required, along with competency in Norwegian.

Dimensions of the Role:

  1. Ability to learn and master a wide range of insurance-related information (like Terms and Conditions and processes) and act accordingly.
  2. Capability for excellent customer service through telephone, email, and other correspondence, supporting the improvement of the customer journey when required.
  3. Independent evaluation and decision-making on claims according to delegated authority.
  4. Participation in and suggestion of improvements in processes and claims-related work.
  5. Joint responsibility for team workload and SLAs.
  6. Cooperation skills with team members, auditors, supervisors, managers, and other colleagues on various tasks.
  7. Ability to interact with clients and other third parties on policy and claims-related questions.
  8. Follow agreed processes, participate in, and support process improvements.
  9. Provide support for other operational areas or functions when required.
  10. Additional reasonable duties may be required from time to time.

Key Responsibilities:

  1. Deliver an excellent customer service experience for incoming calls and correspondence from customers and clients, following up on all unresolved issues.
  2. Evaluate and make independent decisions on claims based on provided information, seeking additional information if necessary.
  3. Process claims and other tasks with high quality and in a timely manner.
  4. Achieve business and development goals.
  5. Ensure compliance with all relevant regulations.

Technical/Functional Knowledge, Skills, and Abilities:

  1. Basic MS Office competence (Outlook, Word, Excel).
  2. Confident and friendly telephone manners.
  3. Fluent in Danish and business proficiency in English and Norwegian.
  4. High standards of accuracy.
  5. Good communication skills with colleagues.

Education, Professional Qualifications, and Experience:

  1. Customer service experience.
  2. Experience or education in insurance, finance, health industry, or social sector.
  3. CM system experience.

Join a company that helps protect the forests At AXA Partners, we plant a tree for every new recruit (with a permanent contract).

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