Claims & Customer Service Associate (M/F)
Pubblicato il 28-10-2026 - Axa in Milano
pA new job opportunity in AXA Partners Italy. /ppWe are looking for a CLAIMS CUSTOMER SERVICE ASSOCIATE based in Milan. /ppType of contract: Temporary /ppSchedule: Tempo pieno /ppReporting to the Claims Team Leader or Claims Manager the Claims and Customer Service Associate is responsible to handle Claims, calls, and day to day Back Office activities like to index inbound claims documentation, execute controls and perform administrative duties to keep AXA and our Partners systems in synchrony. /ppbThe Claims Customer Service Associate /bbwill have to demonstrate strong performance: /b /pulliProvide good service to customers (Junior, EXP, Master) /liliAchieve and surpass customer expectations (Junior, EXP, Master) /liliAct as a point of reference for colleagues (Master) /liliChampion and support change (Master) /liliAct as a point of reference in the Manager’s absence (Master) /liliDemonstrate ability to analyse and interpret data (EXP, Master) /li /ulh3bWHAT YOU'LL BE DOING /b /h3h3bClaims Customer Service /b /h3ulliCalls Claims Handling - receive, validate, assess and process New and Continuing Claims (Junior, EXP, Master) /liliHandle complex Calls Claims escalated by Junior Associates or EXP (Master) /liliResponsible to provide good service to Customers by achieving and surpassing customer expectations and take responsibility for resolving any customer service issues relating to our customers (Junior, EXP, Master) /liliPlay an active role to drive customer service excellence by ensuring achievement of productivity and quality assurance metrics (Junior, EXP, Master) /liliEmail management – Comply with Business requirements to manage all the Ops emails accounts (Junior, EXP, Master). /liliComplaints Handling – receive, validate assess and resolve new complaints (Master) if requested /liliAct as a point of reference for colleagues (Master) /liliDeputise for the Manager in their absence (Master)
/liliProduce Reports and Controls as requested by Manager (Master) /liliTake a key role in the training programmes, championing change, coaching the team and handling quarries if requested by Manager (Master) /liliIndex inbound claims documentation/correspondence within AXA imaging system (Junior, EXP, Master) /liliPrepare AD-HOC analysis, action data reconciliation requests and perform deep dive analysis as required by internal external stakeholders (Junior, EXP, Master) /liliPerform administrative activities to keep client AXA systems in synchrony (for instance, daily layouts processing, letters transfer, among others), handle inconsistences and action those upon (Junior, EXP, Master) /liliPerform Post-Sales activities as requested by the Business (Junior, EXP, Master) /li /ulh3bCustomer Improvement Initiatives /b /h3ulliMake recommendations regarding improvements of administration practices and implement when required (Junior, EXP, Master) /liliChampioning and support the implementation of improvements to processes and procedures (Master) /li /ulh3bRegulatory Compliance /b /h3ulliWork in compliance with regulatory policies and procedures, policy terms and conditions and current relevant legislation and regulations (Junior, EXP, Master) /liliAction its own OCIF (Operational Control Framework) findings and address feedback to close out failures (Junior, EXP, Master) /li /ulh3bKey Performance Indicators (Junior, EXP, Master)
/b /h3ulliIndividual Telephone Service Standards /liliIndividual Productivity Standards /liliQuality of decision-making calls handling /liliControls findings /li /ulh3bWHAT YOU'LL BRING /b /h3h3bEducation Experience /b /h3ulliFluent in Italian and English languages /liliExcellent communication skills with track record of dealing with colleagues and customers at all levels /liliTechnical degree or above /liliTwo previous years’ experience in similar position (Junior, EXP) /liliTwo previous years’ experience as Claims Asssment Customer Service Associate with track record of excellent performance (Master) /liliExcellent communication skills with track record of dealing with colleagues and customers at all levels /li /ulh3bWHAT WE OFFER /b /h3pAt AXA Partners, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. /ppWe’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. /ph3bWHO WE ARE /b /h3pWe’re AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection – with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive – offering solutions and services that make sure we’re always at people’s side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we’re always looking at new ways to offer seamless and reassuring experiences when it really matters. /ppbJoin a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract) /b /p #J-18808-Ljbffr