AXA Partners Hiring For Travel Call Handler at Athlone, County Westmeath Full Time

Location: Athlone, Co.Westmeath

Due to continued growth within the business, we have the exciting opprtunity for Travel Call Handler to join our Athlone office working in a hybrid model.

At AXA Partners we all share a passion to empower people to live a better life, by providing a wide range of assistance services. We help people every day, we are here to get motorists back on the open road, to support customers with their home emergencies and much more – we’re here to make it a little easier and support our customers the whole way.

As a Call Handler in our telephone-based Travel Claims team, you’ll be responsible for front end call handling in relation to claims notification, customer service, and verbal technical claims advice in accordance with the applicable policy terms of each contract. Take personal ownership for the quality of the work which is allocated, and the advices given to members of the public and intermediaries, ensuring the quality of call handling is in accordance with AXA Travel Insurance delivery standards. The role will require a certain level of technical claims knowledge and a calm, polite and assured telephone manner.

AXA Assistance Travel Claims department settles claims on behalf of clients Insured. The structure of the department includes the Administration team who are responsible for all incoming postal enquiries, updating and maintaining case files along with updating the claims database. The Claims team deals with each Insured case. They settle claims, and also respond directly to postal queries raised by the Insured. All telephone calls are dealt with by a Call Fronting unit, and only escalate

Each of our clients has service levels that must be maintained. In addition, the department has set itself high quality standards in terms of customer service. It is on this basis that the company has grown and is now considered to be a key player in the travel insurance claims handling market. In order for the Company to maintain this position and continue to grow, it is essential that standards and quality levels are not only maintained, but that they are also developed and best practice procedures are implemented and followed.

You will be working 09:00 – 17:00 on a Monday to Friday basis and based in our Athlone office but following training, when you really understand the role, there will be an opportunity to work in a hybrid system as well. Our initial training takes place on site, Monday – Friday for the first 4 weeks so you must be able to commit to this.

Responsibilities:
Manage and develop the internal and external relationships, which allow the claims function to operate efficiently and effectively

Promote the best image of the Company through a professional manner, personal appearance and behaviour and adhere to company standards and procedures. Maintain the highest level of personal conduct

To ensure that any complaints arising from processed claims are responded to promptly

To take ownership and responsibility of customer enquiries politely and efficiently on the telephone

To ensure that first calls are handled promptly with any required claims forms dispatched within 24 hours

To ensure the claims system is accurate and up to date at all times and that all system notes are updated on every call

To process priority claims as determined by the Supervisor/Unit Leader and ensure that all claims are investigated thoroughly to minimise risk of fraud

To ensure that claims are processed in accordance with Company policy, settled in accordance with insurer’s liability and all decisions communicated to the insured’s effectively with a copy retained on file

Ensure the customer expectations are met and exceeded on every call so as to successfully complete every case

To understand and apply the complaints and compliments procedure

Call queuing awareness and willingness to respond appropriately at times of service pressure

Answer calls adhering to standard response times protocols etc

Accurate and timely completion of case notes/ logs / diaries for each customer

Process cases in accordance with department procedures and agreed authority levels

Understand and demonstrate the culture and values within AXA Assistance

Support call handling activity in other areas during times of high demand

WHAT WE OFFER

One of the best things about joining AXA Partners is our rewards package. At AXA Partners, we’re appreciative of the people who work for us and our rewards package reflects that. You can expect to receive:

Competitive salary with shift allowance and annual review

Annual company & performance-based bonus

Personal Retirement Savings Sheme (up to 3% employee / employer contributions)

Life Assurance

Generous annual leave (22 days rising to 27 days in one year increments)

AXA employee discounts and free roadside assistance

Education support and plenty of learning opportunities.

Generous Health Care Subsidy

Your Profile

Essential Criteria:
Excellent customer service skills and telephone manner

Appropriate qualifications / accreditations (where necessary)

Excellent written and verbal communication skills

A proven ability to manage complex and sometimes difficult situations

Excellent organisational and time management skills

To enjoy working within a team

The ability to get things done in line with our high quality standards

IT literacy is a must and an understanding of using standard software packages, including Word and Excel would also be useful.

Previous experience of a call centre environment / telephone based work

The ability to get things done / deliver results to agreed customer standards

If this sound like you then please apply today, we look forward to receiving your application!

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, youwill work in a responsible company, which offers a real culture of expertise& diversity. Our focus is on accelerating the development of everyone’sskills, whilst offering attractive and competitive compensation andopportunities for professional development and growth.

Additionally, atAXA, we work to make a real difference to people – when amazing things happenand when we create opportunities for a better life, the feeling of pride isextraordinary.