Customer Support Administrator (Italian Speaker)

Job Description:

ABOUT AXA MPS FINANCIAL

AXA MPS Financial is a life insurance company under Irish law, regulated by the Central Bank of Ireland and operating in the Italian market under the Freedom to Provide Services regime, through a widespread network of banks.

It was established in 1999 in Dublin as a company specialized in Unit and Index Linked insurance products, and since 2007 it has been part of the AXA MPS Joint Venture (which owns 100% of the company through AXA MPS Assicurazioni Vita S.p.A), combining the historical expertise and traditional local presence of the Montepaschi Group with AXA's international leadership in financial protection.

Since January 1, 2014, the company has been part of the AXA ITALIA insurance group (registered in the Register of Insurance Groups with no. 041).

POSITION MISSION & MAIN ACTIVITIES

MAIN PURPOSE OF JOB

Manage verbal and written responses to queries, requests of information, transactions and possible escalations received by customers, distributor network (BMPS – Banca Monte dei Paschi di Siena) and third parties by email, telephone, chat and webform.

Manage Data entry on AML system for specific offline transactions received by customers, distributor network and third parties.

Manage back-office activities related to online and offline transactions.

Promote proactively innovation in tools and processes to improve the overall QoS and operational efficiency.

KEY PERFORMANCE MEASURES:

Manage all the queries (verbal and written) coming daily ensuring a high level of service.

Manage requests directly or with support of senior colleagues and manager and the respective departments, concerning the requests.

Support their organisational unit with Back Office activities (Cases Management, Report compilation and Outbound contacts), both by email and telephone.

Manage clients’ offline transaction requests (death claim, maturity, surrender, variation…) ensuring that they are properly forwarded to the relevant department.

Manage data entry on AML system for specific offline transactions received by email or post, revert to AML team for investigations.

Manage the relationship with internal departments leading to resolution of requests.

Respond to queries and requests from Italian Authorities (Agenzia delle entrate, Guardia di finanza).

Contribute to ensure that all the KPIs are met, and an excellent service is provided.

Provide feedback to trigger actions to optimise the QoS and the operating machine, contribute to the company overall goals.

Support the Operations team when needed.

KEY CUSTOMERS

Internal:

Components of the Customer Support, in particular the members of the team and the Manager.

Customer Operation Team usually involved in escalation and complex queries.

Other Organisational units in the company especially those involved in handling requests (Customer Operations, Compliance/AML, Distribution, Product, Actuarial, Digital teams).

External:

Distributor Network (BMPS – Banca Monte dei Paschi di Siena)

Third part banks

Final Customers

Authorities, Institutions, Associations

Third parties (i.e lawyers)

FNZ CO

AXA Italy (Smart Centre)

PROFILE, SKILLS & COMPETENCIES

Qualifications:

High School Diploma /Degree

Knowledge: 1-2 years of experience in Customer Service

Knowledge:

PC and/or laptop, copy/scan/fax machine, telephone and other

general office equipment

Good knowledge of MS Office (Excel, Word, PPT)

CRM

Skills:

Excellent, clear, strong written and verbal communication skills

Customer oriented

Problem solving and Stress management

Ability to effectively prioritize and manage day-to-day tasks in an efficient manner

Reliable, self-motivated, well organized

Ability to multitask in a fast-paced environment

Excellent organizational and interpersonal skills

Demonstrates accuracy and thoroughness and monitors own work to ensure quality

Ability to work within a team environment as well as independently

Fluent in English and Italian (spoken and written)

PC Skills and Communication tools (Softphone, Outlook, CRM, Windows, Teams)