Job description
To efficiently investigate and process claims, administer the validation of medical subscriptions, implement streamlined processes and procedures, and provide business support on all operational aspects within the team and department.
Duties and responsibilities
Claims
- Assess and process claims within the PPI portfolio according to relevant policy terms and conditions.
- Process and decide claims over the delegation for all businesses based on recommendations received from the TPA and according to relevant policy terms and conditions. Confirm approval to the TPA.
- Provide customer service for inbound and outbound calls.
- Check monthly reporting per partner for accuracy and completeness.
- Check claims transfer request forms and sign off monthly or weekly, confirming accuracy.
- Propose process improvements to the processing, investigation and settlement of claims.
- Report on productivity to the Team Leader or Manager.
- Provide business support where required in the Operations area.
- Maintain an individual internal quality level above 95% monthly.
Medical subscriptions, if applicable
- Administer subscription input and validation following recommendations from medical underwriters.
- Ensure proper communication between team staff in the Dublin office, local TPAs and medical underwriters so timely decisions are communicated to partners according to service standards.
Complaints management backup, if applicable
- Assist with the management and reporting of complaints when the complaints analyst is out of the office or when needed.
- Follow the associated complaints procedure.
Business support
- Assist in creating and updating claims and subscription procedures for new and existing business.
- Assist the Team Leader in ensuring business documentation is up to date, filed and archived.
- Present suggestions for reviewing and updating procedures and implement, coordinate and monitor upgrades once approved.
- Provide internal and external training.
- Maintain regular and ad hoc reports and provide them to the Team Leader.
- Perform other work or projects selected by the Team Leader or Operations Manager.
Partner management
- Provide customer service support for business portfolios according to SLA.
- Travel on operational visits to partners with the Team Leader or Operations Manager.
- Liaise with partners to provide follow-up training and clarification on operational queries, policy wording and working processes.
- Build and maintain relationships with partners.
Projects and training
- Participate in projects related to the market, including new product and partnership implementation and ongoing administration.
- Provide day-to-day business training, new partnership training and new product training internally or within partnerships.
- Suggest ideas for continuous improvement to the Team Leader and Manager.
Interfaces
Internal: Dublin Management Team and the Insurance Division in France, including Administration, Business Development and other services, as well as Group claims and subscriptions departments.
External: Partners in Europe, including finance companies and TPAs.
Requirements
- Minimum education: High school, secondary school, A levels, AS levels or IB.
- Any relevant qualification, including a degree or insurance qualification, would be an advantage.
- Experience in claims handling or medical underwriting would be an advantage.
- Experience level: 0–2 years.
- Languages: English and French; any other European language is an advantage.
- Good customer relations and communication skills.
About Crédit Agricole Creditor Insurance
Crédit Agricole Creditor Insurance (CACI) is a subsidiary of Crédit Agricole Assurances specialising in borrower insurance and life protection. CACI serves more than 5.6 million customers in six countries, has 200 employees and is based in Dublin, Milan and Stuttgart.
Crédit Agricole Assurances is committed to diversity and inclusion, and all job offers are open to persons with disabilities.