Operation Associate

at  AXA Partners

STOCKHOLM, HELSINKI (HYBRID)

Permanent contract / Full-time
Operations associate is working as a part of Operations team investigating and making independent decisions on claims related to unemployment, disability, loss of life and other incidents. Claims associate interacts with the customers by phone, email and other correspondence and the job requires abilities to understand customers overall situation relevant to policy and claim perspective. The claims associate interacts also with the clients and third parties in policy and claims related questions. The work is target driven, where quality and quantity as measured regularly. The position requires fluent knowledge in Swedish and English.

TECHNICAL/ FUNCTIONAL KNOWLEDGE, SKILLS AND ABILITIES

• Basic MS office competence (Outlook, word & excel)
• Confident & friendly telephone manner
• Fluent in Swedish and business proficiency in English
• High standards of accuracy
• Good communications skills with collages.

EDUCATION, PROFESSIONAL QUALIFICATIONS AND EXPERIENCE

• Customer service experience
• Experience or education in insurance, finance related, health industry or social sector
• CM system experience
  About AXA
  AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong focus on risk prevention.
  Our mission: Empower people to live a better life.
  Our values: Customer First, Courage, Integrity and One AXA.
  About the Entity
  AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection.
  AXA Partners’ role is also to implement innovative solutions emerging from the AXA Innovation unit.
  Combining passion with advanced expertise, we design and deliver worldwide solutions for partners and communities. We protect what matters, when it matters.
  What We Offer
  By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone’s skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth.
  Additionally, at AXA, we work to make a real difference to people - when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary

DIMENSIONS OF THE ROLE

• Ability to learn and master wide knowledge of Insurance related information (like Term’s and Condition’s and processes) and ability to action accordingly
• Capabilities for excellent customer service by telephone, e-mail and other correspondence and supporting the improvement of the customer journey when required
• Independent evaluation and decisions on claims according to the delegated authority
• Participate in and suggest improvement in processes and claim related work
• Take joint responsibility of the team workload and SLA´s
• Cooperation skills with team members, auditors, supervisor, managers and other colleagues in various tasks
• Cooperation skills to interact with Clients and other third parties in policy and claim related questions
• Follow agreed processes, participate in and support process improvements
• Provide support for other operational areas or other functions when required
  Additional reasonable duties may be required from time to time.

KEY RESPONSIBILITIES

• Deliver an excellent customer service experience to incoming calls & correspondence from customer and clients and follow up on all issues that cannot be resolved immediately.
• Evaluate and and making independent decisions on claims based on information provided and seek extra information if necessary.
• Process claims and other tasks with excellent quality and in timely manner
• Achievement of business & development goals
• Ensure compliance with all relevant regulations
  Your Profile