Location: Dublin

Working Pattern: Hybrid

Contract: Permanent

FNZ EU dac is a member company of the FNZ Group.

Since its formation in 1998, FNZ EU dac has become one of Europe’s leading providers of third party services to the insurance and investment market, has issued more than 1.7m policies on behalf of its partner clients, and has supported its client’s needs throughout 15 international jurisdictions.

Our ambition is to continue our growth by continuing to offer excellent service to our existing clients, by acquiring new clients and by extending the range of services on offer.

Role Overview

The Customer Operations Administrator with fluent French role is to work within a team or teams on normal day to day work to consistently deliver the expected excellent customer service standards, to maintain excellent client relationships and to escalate any actions where appropriate within agreed SLA’s.

Reporting to the Service Coordinator / Customer Operations Manager, the successful applicant will:

Complete team work within the required SLA’s and making sure own work and the overall team meets their daily SLA’s

Deliver a top class customer service to all internal and external customers

Handle level 1/level 2 queries on a daily basis. Provide telephone support during agreed hours where required. Respond promptly to emails, correspondence, telephone calls and technical queries from FNZ EU dac clients, distributors and policyholders in French

Quality-check outgoing policyholder documentation and incoming policyholder requests (i.e. in French)

Handle any complaints received in relation to the service provision where required

Provide support to the Service Coordinator / Team Manager as required

Gain an adequate understanding or our services and the  products we administer.

May be responsible for additional tasks outside the normal day to day work

May be asked to work on project work within their team, department or FNZ EU dac

Represent  client  at  internal  meetings/huddles  and  influence  colleagues  on  priority  and delivery dates

Report on own work progress on a daily or weekly basis as agreed

Responsible for making sure all their work is completed to a high standard

To identify & escalate errors occurring within the team.  To suggest solutions and controls required

Contribute to the development of service standards  and play a part in delivering these standards

Help implement controlled manual solutions while system functionality is being developed.

Test and document the operating effectiveness of departmental controls. Adhere to our control framework to a high standard to ensure audit and quality standards are maintained at all times.

The Person:

The ideal candidate will need to have a proven ability to operate in a fast- moving environment to deliver service meeting expectations.

They will also have:

Experience in a similar working environment or industry

Experience in the French market would be an advantage

An ability to work in a small flexible team operating to tight deadlines.

Excellent written and oral communication and interpersonal skills.

A strong customer service orientation.

It is essential that the potential jobholder be able to analyze & process requests based on receipt of documentation in French

The Competencies:

Problem Solving and Decision Making

Communicating and Influencing

Delivering Superior Customer Satisfaction

Drive for Results

Team Work and Cross-Functional Collaboration

Applications close on January 24th, so don't miss this opportunity—apply now and join our dynamic team!

About FNZ

FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back. 

We created wealth’s growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution. 

We partner with over 650 financial institutions and 12,000 wealth managers, with US$1.5 trillion in assets under administration (AUA).

Together with our customers, we help over 20 million people from all wealth segments to invest in their future.