Claims Service Representative

For one of our clients in the banking industry we are looking for a Circle Customer Care Member !

Your role and work environment:

Managing a claim is a critical moment in the customer relationship. It is therefore essential to deal with it qualitatively.

In this context, you are responsible for End 2 End handling of complaints. You ensure a complete and professional management of the complaint received in order to avoid its escalation on appeal or to an outside body:

• Receipt and correct registration of customer complaint.
• Finding the necessary information. If necessary, seek feedback from the branch, other departments.
• Analysis of the customer's complaint, the merits of the complaint and/or the liability of the bank.
• In the event of financial intervention, use of powers, autonomy and assumption of responsibility, or request for agreement from the commercial line concerned.
• Regular contact with the complainant and formulation of a quality proposal/response (easy language).
• Possible accounting for the financial assistance.
• Respect of SLA

You work hand-in-hand with other members of your team to achieve the common goals that put exceeding customer wishes at the center.

• Thanks to your keen interest, you can easily get in touch with our customers. You don't hesitate to personally call customers when handling complaints and you prioritize the customer.
• You don't think only in terms of standard solutions, but you independently analyze the complaint and formulate a suitable solution.
• You work completely independently, take on and assume your responsibilities as a representative of the bank.
• You work to improve team performance, you get back to content, process, and collaboration.
• As a complaints manager, you identify issues with products and procedures.
• You have a network of contacts in your domain. You know who to contact when needed and when expert advice is required.

We're looking for

A colleague who is not afraid to get started and gets results, who is enthusiastic about helping others succeed and who is able to stay ahead of the curve. In other words, you strive to bring new ideas to life and meet challenges in a complex and ever-changing environment. You enjoy working as a team, listening to others, and investing in others to achieve common goals. You like to challenge established situations and want to propose creative solutions to problems.

As Associate Expert Member Circle Customer Care, you will also need a:

• Bachelor's degree and proven experience in one or more customer service related areas. An experience in an branch or within Client Services is a plus.
• Business orientation taking into account business outcomes, customer orientation and entrepreneurship (management and decision-making autonomy).
• You have strong communication skills, both written and verbal. You are accurate and transparent in your communications to customers, and you can easily express your opinion to defend the bank's position or make a proposal to find an acceptable solution. You are the customer's primary point of contact and you are meeting the customer's commitments;
• You are flexible and can adapt quickly to the rapidly changing environment of customer service.
• You are stress resistant and can work under pressure from different stakeholders.
• Knowledge of the organization, processes and products within the bank. This implies a continuous desire to maintain and develop its knowledge. In the short/medium term, you are able to deal with a wide variety of complaints: all the bank's products are concerned and you must be able to perform all the tasks within the team;
• You take responsibility for your work. You show initiative and dare to go off the beaten path, 'out of the box', in search of solutions and improvements for customers and employees. To do this, you are not afraid to ask critical questions and experiment with various solutions.
• Willems Law;

• Knowledge of common IT tools (Microsoft Office) and systems used (Easy, Salesforce, Iris) but also Webcare/ TAR Web and Free Ticket for financial interventions;

• NL or FR & EN (level B1 European standard) required and ready to learn the other language (FR or NL or EN);

• You are also open-minded and open to feedback