AXA MPS Financial
is an Irish Life Insurance Company, regulated by the Central Bank of Ireland and operating on the Italian market under the free provision of services, through a capillary network of banks. It was founded in 1999 in Dublin as a company specializing in Unit and Index Linked insurance products and in 2007 it became part of the AXA MPS Joint Venture (which holds 100% of the Company through AXA MPS Assicurazioni Vita S.p.A.), which combines historical expertise and the traditional local roots of the Montepaschi Group with AXA's international leadership in the financial protection sector. Since 1 January 2014 the Company is part of
the AXA ITALIA insurance group
(registered in the Register of Insurance Groups with no. 041).
For the
Dublin Head Office
, we are looking for a
Customer Support Administrator – Temporary Position (Italian speaking)
In Operations Department the candidate will report to the Customer Support Manager.
The candidate will be accountable to:
* Manage verbal and written responses to queries, requests of information, transactions and possible escalations received by customers, distributor network (BMPS – Banca Monte dei Paschi di Siena) and third parties by email, telephone, chat and webform.
* Manage Data entry on AML system for specific offline transactions received by customers, distributor network and third parties.
* Manage back-office activities related to online and offline transactions.
* Promote proactively innovation in tools and processes to improve the overall QoS and operational efficiency.
Main activities and responsibilities:
* Manage all the queries (verbal and written) coming daily ensuring a high level of service.
* Manage requests directly or with support of senior colleagues and manager and the respective departments, concerning the requests.
* Support their organisational unit with Back Office activities (Cases Management, Report compilation and Outbound contacts), both by email and telephone.
* Manage clients' offline transaction requests (death claim, maturity, surrender, variation…) ensuring that they are properly forwarded to the relevant department.
* Manage data entry on AML system for specific offline transactions received by email or post, revert to AML team for investigations.
* Manage the relationship with internal departments leading to resolution of requests.
* Respond to queries and requests from Italian Authorities (Agenzia delle entrate, Guardia di finanza).
* Contribute to ensure that all the KPIs are met, and an excellent service is provided.
* Provide feedback to trigger actions to optimise the QoS and the operating machine, contribute to the company overall goals.
* Support the Operations team when needed.
Hard skills:
* High School Diploma /Degree
* Knowledge: 1-2 years of experience in Customer Service
* Fluent in Italian and English (both written & oral communication)
* Good knowledge of Power Point, Excel, CRM
Soft skills:
* Excellent, clear, strong written and verbal communication skills
* Customer oriented
* Problem solving and Stress management
* Ability to effectively prioritize and manage day-to-day tasks in an efficient manner
* Reliable, self-motivated, well organized
* Ability to multitask in a fast-paced environment
* Excellent organizational and interpersonal skills
* Demonstrates accuracy and thoroughness and monitors own work to ensure quality
* Ability to work within a team environment as well as independently