Vacature Customer Support Officer Aruba
Purpose:
The Customer Support Officer is responsible for advising customers and proactively offering insurance products from the portfolio of Ennia. The role contributes to customer satisfaction, customer retention, and commercial objectives by providing accurate information, managing client relationships, and handling inquiries and complaints. In addition, the position supports operational processes such as collections and compliance activities.
Key Accountabilities:
Customer Advice and Sales Support:
- Provide advice to customers regarding insurance products and services.
- Identify customer needs and proactively offer suitable products and services (cross-selling).
- Maintain customer contact through front-office interactions, telephone outreach, and participation in promotional events.
- Contribute to achieving commercial targets and service objectives.
Customer Information and Service Delivery:
- Provide accurate, complete, and up-to-date information to customers regarding insurance products and policies.
- Respond to customer inquiries in a timely and professional manner.
- Ensure a high level of service quality and customer satisfaction.
Accountabilities:
Customer Retention and Complaint Handling:
- Support customer retention efforts by identifying solutions to prevent policy cancellations.
- Register, analyze, and resolve customer complaints according to established procedures.
- Ensure timely follow-up and resolution of customer issues.
Operational Support Collections:
- Provide support to client with their payment arrangements.
- Provide guidance on feasible payment plans for customers.
- Ensure accurate administrative processing of collection-related activities.
Compliance and Administrative Quality:
- Verify and process customer documentation in accordance with internal policies and regulatory requirements.
- Ensure proper identification and verification procedures for customers (KYC and compliancerequirements).
- Maintain accurate and complete customer records.
Knowledge & Experience
Differentiating Factors: Level II
- Focus: Provides front-office customer support and basic insurance advice, addressing client inquiries and identifying opportunities for cross-selling within established guidelines.
- Expertise: Applies working knowledge of life and/or non-life insurance products, internal procedures, and compliance requirements to deliver accurate information and service to customers of Ennia.
- Analysis & Reporting: Reviews customer information, policy details, and payment situations to determine appropriate solutions and ensures accurate documentation of customer interactions and transactions.
- Impact: Contributes to customer satisfaction, retention, and revenue support by delivering reliable service and identifying straightforward sales opportunities while ensuring compliant and accurate processing.
Knowledge & Experience
- MBO or HBO degree in Banking and Insurance or a comparable field.
- Minimum of 3 years of relevant experience in a similar customer-focused role.
- Assurantiën Aruba certification.
- Proficiency in Microsoft Office applications.
- Excellent command of Dutch, English, Spanish, and Papiamento, both written and spoken.
Core Competencies
- Customer Oriented, Communication, Collaboration, Accuracy & Compliance, Problem Solving
Performance Indicators:
- Customer Satisfaction
- Sales Support & Cross-Selling
- Service Efficiency
- Administrative Accuracy
- Compliance
- Collections Support.
If this opportunity aligns with your profile please send your resume and motivation letter to Shiraldine de Cuba at: sdecuba@ennia.com