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Utmost is seeking a Senior Customer Operations Administrator to join our Client Services team in Navan. In this role, you will be responsible for ensuring the efficient and compliant processing of activities across various product lines while maintaining a strong customer-centric approach.
This is a permanent, full-time position based in our Navan office.
Key Responsibilities
* Manage client queries via email and phone within agreed SLAs.
* Execute key Client Services tasks such as broker changes, fee adjustments, and ad hoc requests.
* Triage, allocate, and resolve queries efficiently while ensuring excellent service delivery.
* Meet personal and team service targets for call handling and resolution.
* Engage proactively and reactively with customers, advisers, and relevant stakeholders via phone, email, and letter.
* Collaborate with internal departments to enhance customer experience.
* Ensure adherence to policies and procedures across products and business lines.
* Maintain a risk-aware mindset and escalate issues to management promptly.
* Contribute to continuous improvement initiatives and suggest process enhancements.
* Utilize problem-solving skills to improve efficiency and customer satisfaction.
* Support the rollout of strategic projects and initiatives as required.
Desirable Skills and Experience
* Relevant experience in a customer service environment.
* Fluent Italian and excellent English proficiency.
* Background in customer service, preferably dealing with external clients.
* Strong communication, problem-solving, and negotiation skills.
* Strong written and verbal communication skills, with the ability to engage effectively across various departments and business units.
* Commercial awareness and a client-centric approach.
* Confidence in communicating at all levels within an organisation.
* Strong goal-setting, planning, and organisational skills.
* Ability to work collaboratively in a team and promote change.
* A proactive approach, focused on delivering the best possible customer experience.
Utmost Group is an equal opportunities employer.
Before sharing your personal information, understand your data protection rights and how we use your data, as outlined in the Utmost International Staff Data Privacy Notice.
For agency assistance, Utmost Ireland engages directly with suppliers. Unsolicited CVs or profiles will not be accepted.
Additional Details
* Seniority level: Associate
* Employment type: Full-time
* Job function: Customer Service
* Industries: Insurance and Financial Services
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