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Non-Life Claims Incident Management Technicians - Home

On-site in Madrid·Full-time·Added 3 months ago (last checked 15 Oct)

Agency

Michael Page España

2438 open roles

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Our summary

Salary: €30,000 - €33,000 a year
About €1,930 - €2,090 a month after tax.
Hours: Jornada intensiva all year
Work mode: On-site, Madrid
Contract: Permanent, full-time hours
Benefits: Private health insurance, life insurance, flexible pay plan

Visa options

The ad rules out sponsorship
The advert says visa sponsorship isn’t available for this role.

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Skills

This job advert was originally written in Spanish.

Requirements

What we're looking for

The position requires a high customer orientation, management capacity in high-volume environments, and a focus on continuous process improvement, actively contributing to the quality of the service provided and the overall customer experience.

NECESSARY COMPETENCIES FOR THE POSITION (Commitment, leadership, initiative, etc.):· Customer service

· Communication and organizational skills (empathy, assertiveness, social skills, organized)

· Proactive person, with initiative, enthusiastic, dynamic, creative, and decisive with an entrepreneurial and finisher profile

· Flexible, with capacity for adaptation and willing to take on new challenges

· Requires teamwork

· Committed person

· Digital competencies

· Capacity to achieve versatilityPROFESSIONAL KNOWLEDGE (Theoretical, Practical, Experience):· Professional experience in insurance sector companies in the Non-Life branch

· Experience in Customer Service and Care with skills in communication and social techniques.

· Knowledge and use of market tools, Dynamics 365

· Knowledge and use of Office (Word, Excel,..)

· Knowledge of regulations applicable to insurance

· Knowledge of other businesses such as Personal insurance, life, accident, and pensions will be valued

· Other training, specific to Insurance and specific to communication and social skills, will be valued.Other valuable requirements

· Experience in interaction with assistance providers.

· Knowledge of operational processes in insurance companies.

· Familiarity with quality and customer experience indicators.

· Knowledge of performance indicators (associated KPIs)

o Average incident resolution time

o SLA compliance level

o Incident/claims ratio

o Customer satisfaction level (NPS)

Pay & benefits

What you'll get

Permanent contract with competitive salary + bonus
Parking and shuttle to facilitate commuting.
Meal and breakfast allowance, Flexible remuneration.
Health and life insurance, as well as a pension plan with additional coverage.
Flexible schedule and intensive workdays for greater work-life balance.
Various corporate gifts and a day off for your birthday.
Exclusive discounts on all types of products.

The role

We are looking for non-life claims incident management technicians (home) to join an insurance sector company with a long track record and market recognition.

Non-life claims incident management technicians (home)
Insurance sector company with a long track record and recognition

What you'll do

Job mission: Manage and resolve incidents linked to Non-Life claims files, mainly Home, guaranteeing agile and quality service to clients and distribution channel offices (CCRR), ensuring compliance with established procedures, management deadlines, and service levels.Functions and responsibilities

1. Operational incident management
- Reception, analysis, and management of incidents associated with claims files.
- Comprehensive follow-up of each incident until its final resolution.
- Prioritization of incidents based on criticality, impact on the client, and urgency.
2. Customer and distribution channel service

o Interlocution with offices (CCRR) and the end client.

o Resolution of inquiries and claims related to claims.

o Clear, structured communication oriented towards customer satisfaction.

3. Coordination with internal areas and providers

o Coordination with internal teams (Benefits, Operations, IT, Quality).

o Management and follow-up of provider actions (repairers, adjusters, assistance services).

4. Process control and compliance

o Rigorous application of internal claims management procedures.

o Guarantee of SLA compliance and response times.

o Complete registration and documentation of actions performed.

5. Analysis and continuous improvement

o Identification of root causes of incidents.

o Proposal of improvements in processes and operations.

o Detection of recurring incidents and optimization opportunities.

6. Indicator monitoring

o Monitoring of KPIs:

o Management times

o Incident level

o Customer satisfaction (NPS / surveys)

o Contribution to the improvement of customer experience and reduction of claims.

Hiring process

2 steps2 interviews

CV registration
Consultant contact
With a specialist Michael Page consultant
If they see that your experience and motivations fit the values and needs of a hiring company, they will contact you to start the selection process: they will learn about your expectations, answer your questions and help you prepare for each stage of the process.
Company interview
With a client company
If your application progresses, we will help you prepare for the interview with useful information about the company, its culture and what it looks for in a profile like yours.
Final stage and negotiation · With a client company

The final stages are set by the client company: Michael Page acts as an intermediary, and the interview and decision rest with the hiring company.
Support continues after the contract is signed.
Michael Page cannot support every candidate; registering and keeping your profile up to date opens the door to future processes.

About Michael Page España

Michael Page is a global recruitment consultancy and part of PageGroup, one of the world's leading professional recruitment firms. The company specializes in placing mid-to-senior level professionals across a wide range of sectors, including technology, engineering, finance, sales, and human resources. With a strong presence in Spain, Michael Page operates offices in major cities and offers services such as executive search, temporary staffing, and outsourcing solutions.