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Customer Service Agent - Claims Handling

Job Level:  Professional

Dublin, IE, D04Y6Y6

Available until:  23/09/2022
Area of Expertise:  Customer Services & Claims
Unit:  Allianz Ireland
Employing Entity:  Allianz plc
Job Type:  Full-Time
Remote Job:  Hybrid working
Employment Type:  Temporary
ID:  12358

As the trusted insurance partner to over 500,000 customers across the island of Ireland, Allianz plc has built a local and global brand based on trust, integrity and outstanding customer service for over one hundred years.


Delivering fantastic customer experiences to our Allianz customers is the role of our FNOL/Claims team, who are recruiting a number of ambitious staff to join our Claims team based in Elm Park, Dublin 4.  As an FNOL handler you will work with a specialist team that handles our policyholders’ claims from first notification, so having a reassuring, professional and friendly telephone manner is vital to our customers.


You will offer advice and guidance to our customer’s regarding additional services and benefits available during the claim process. You'll benefit from on-going training to ensure you're always up to date with the latest policies and procedures to deliver the best service possible.


Key Responsibilities

  • Taking a high-volume of inbound calls from customers regarding new claims from first notification
  • Processing new claims, ensuring information is logged accurately and in full
  • Providing advice to customers on the claims process, their rights and expectations
  • Updating claims records with relevant documents, and supporting the motor damage team with handling tasks, transactions and decisions on our internal systems in accordance with our Company procedures
  • Providing a world class service by maintaining and suggesting ways to improve our service levels
  • Achieve service and customer satisfaction metrics as agreed with your manager
  • Providing a positive and reliable claims’ service to our customers, ensuring their cases and individual queries are dealt with efficiently and with empathy 
  • Support your team to achieve their goals, through sharing knowledge and developing expertise
  • Create strong working relationships with claims’ colleagues and external providers
  • Consistently demonstrate our People Attributes of customer and market excellence, collaborative leadership, trust and entrepreneurship
  • Positively engage in coaching and development conversations to ensure you achieve agreed metrics in relation to settlement rate, calls answered, claims completions, etc
  • Continually improve quality and efficiency within the Team
  • Comply with the Financial Regulator’s Minimum Competency Code, Consumer Protection Code and any other relevant regulation
  • Comply with all Company quality standards and Central Bank regulations


Skills & Experience Required


  • A minimum of 1 years’ experience working in a Sales/Customer environment



  • APA in General Insurance a relevant insurance qualification to meet MCC requirements
  • 1 years’ experience in a Claims Handling Customer facing role
  • Relevant third level qualification


**This role is subject to Minimum Competency Code:   Obtained/ working towards a recognised insurance qualification is required for this position (APA or have met the Grandfather criteria as per the Minimum Competency Code issued by the Financial Regulator.

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. 
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Join us. Let's care for tomorrow.