Claims & Customer Service Specialist - Multilingual (Polish & English)
The Client:
We are representing a major player in the European creditor protection insurance (CPI) sector, a subsidiary of a leading financial services group. With a strong presence across six countries and partnerships with numerous retail banking and specialized financial services companies, our client is committed to providing comprehensive financial protection solutions. They foster a positive and vibrant work environment, recognized consistently as a /"Great Place to Work,/" emphasizing employee well-being, professional development, and a strong company culture.
About the Role:
As a Claims & Customer Service Specialist, you will play a crucial role in efficiently administering, investigating, and processing claims within the PPI portfolio. You will also handle and resolve customer complaints, provide exceptional customer service, and offer essential business support to your team and department. This role requires a proactive individual with strong communication skills and a commitment to delivering high-quality service.
Key Responsibilities:
- Claims:
- Assess and process claims according to policy terms and conditions.
- Ensure accuracy and completeness of monthly reporting.
- Maintain a high level of quality in claims processing.
- Complaints:
- Log and process customer complaints efficiently.
- Analyze and report on third-level and legal complaints.
- Prepare recommendations for escalation when necessary.
- Customer Service (as required):
- Answer customer service calls and maintain service level agreements.
- Provide accurate and professional responses to customer inquiries.
- Ensure timely follow up administration.
- Business Support:
- Assist in creating and updating claims and subscription procedures.
- Maintain accurate documentation and reporting.
- Provide training to internal and external stakeholders.
- Partner Management:
- Provide customer service support to business partners.
- Conduct operational visits and provide training and clarification.
- Build and maintain strong partner relationships.
- Projects:
- Participate in projects related to new product and partnership implementation.
Qualifications and Skills:
- Relevant educational qualification.
- Proven experience in claims handling and complaints resolution.
- Knowledge of legal/regulatory complaints and medical underwriting is highly desirable.
- Language Requirements:
- Fluency in Polish and English is essential.
- German language skills are a plus.
- Strong communication, organizational, and problem-solving skills.
- Ability to work independently and as part of a team.
What We Offer:
- A dynamic and supportive work environment.
- Opportunities for professional growth and1 development.
- A strong company culture that values employee well-being.
- The chance to be part of a leading European organization.