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Careers with Interaction Europe

Insurance Servicing Agent / Claims Co-ordinator

This position has a focus on business development and customer service within an existing account base of customers. The Servicing Agent / Claims Coordinator will provide a broad range of customer support and administrative services to policyholder and prospects for our client, a leading insurance provided in the pet sector. Services provided will include a combination of customer service, administrative and complaint handling processes. The Agent will focus on providing an excellent service for existing and future customers in accordance with agreed departmental objectives along with premium management support. The Coordinator aspect of the role will oversee the day to day running of the Claims team, the members of which will also be involved in servicing.

Specific Responsibilities:

  • Handle high volume inbound calls, emails and web-chats from current policy-holders in an effective and efficient manner.
  • Handle queries relating to policy renewals in a manner that maximises the renewal rate and achieve an optimum produce mix ratio.
  • Process enquiries and request for Mid Term Adjustments of existing policies.
  • Handle general administration related to Mid Term Adjustment of policies.
  • Handle customer issues and complaints in a manner that is empathetic, sensitive and confident.
  • Deliver consistent performance through adherence to the appropriate processes.
  • Effectively analyse moderately complex information and /or unusual situations using a variety of techniques.
  • Work within a team to meet and exceed individual/team performance targets including SLA’s
  • Demonstrate initiative whilst operating within a team and sets high standards of professionalism in all business dealings
  • Analyse, evaluate and complete work in accordance with agreed standards and limits
  • Liaise with other departments as necessary
  • Carry out any other tasks or responsibilities as required in the role

Personal Skillset:

  • Sales and Retention – Apply a range of sales and services techniques to identify and convert up-selling and/or cross-selling opportunities. Providing Premium Management Support.
  • Customer Service – Handle calls, emails and web-chats coming into the business and pre-call planning / preparation, understand the importance of voice, being polite and engaging, an active listener blocking out distractions, able to establish customer's wants, able to deliver attention grabbing statements whilst outlining needs. Able to handle objections. Gain commitment and close the call with post-call action planning and being comfortable with call volume and sales focused targets.
  • Administration – Accurately and efficiently handle incoming and outgoing mail in a manner that complies with regulatory requirements.
  • Customer Focus – Increase customer satisfaction through the delivery of excellent service.
  • People and Workflow Management – Manage own time and priorities and can remain focused, positive and enthusiastic when issues are encountered. Manage the claims handling team along with the Team Leader.
  • Colleagues – Work positively as part of a team and in supporting and motivating others to achieve team objectives.
  • Operational Effectiveness – Deliver consistent performance through adherence to the appropriate processes.

Desirable Business Skillset

  • Must hold a General Insurance qualification, such as Certified Insurance Practitioner (CIP)
  • Minimum of two years in a customer service role is mandatory
  • Experience in a role as a senior agent or point of escalation
  • Work experience in a role with a high priority on data entry accuracy and the requirement to meet strict timelines
  • Insurance industry knowledge desirable
  • Certified in computer basics to ECDL or equivalent level desirable
  • Related 3rd level qualification desirable but not essential