Insurance Operations Officer

Moonside consulting & services Tunisia (formerly Binit Nearshore Services – BinitNS) is a Consulting and Services company in the TECH and OPS domains. We advise and support our European clients in setting up their nearshore teams in Tunisia as an extension of their European teams. We are seeking for a motivated Insurance Operations Officer to join our client, a leading European affinity insurance group that designs and manages innovative insurance solutions across various sectors (retail, telecom, banking, etc.), at its operations center in Tunis. 

Position Description: 

As an Insurance Operations Officer, you will manage the full insurance service cycle through various channels (phone, chat, and email), playing a key role in delivering effective solutions, ensuring a positive customer experience, and maintaining high service standards. You will join an international insurance management center based in Tunis, as part of a committed team, with onboard support and opportunities for skill development and career growth. This position will be connected to the Spanish operational activity. For this position, you will be hired directly by our client. 

Key Responsibilities: 

1. Customer Request & Claims Management (Multichannel) 

• Handle incoming customer requests: claims declaration, information requests, contract management, complaints, follow-up. 
• Provide support via phone, email, chat, and internal platforms in accordance with established procedures. 
• Process insurance claims from registration to follow-up, ensuring completeness and compliance of documentation. 
• Record all interactions in internal systems in accordance with established procedures. 
• Perform outbound calls when required (missing documents, follow-up, clarification). 
• Resolve issues efficiently or escalate cases when necessary. 
• Receive complaints and forward them to the legal team. 

2. Quality of Service & Compliance 

• Maintain a high level of customer satisfaction through professional, empathetic, and service-oriented interaction. 
• Deliver consistent service aligned with internal quality standards and regulatory requirements. 
• Meet key performance indicators (KPIs) such as average handling time, service level, quality, and customer satisfaction. 
• Ensure compliance with processing deadlines and guarantee the consistency of the information communicated. 
• Follow service scripts when applicable, while maintaining a personalized approach to customer service. 
• Handle complaints professionally and ensure proper follow-up. 

3. Operational Performance & Continuous Improvement 

• Contribute to team objectives in terms of volume, quality, and deadlines. 
• Identify recurring issues and suggest improvements to optimize processes and customer experience. 
• Stay updated on products, services, procedures, and regulatory changes. 
• Participate in training sessions and continuous learning initiatives. 

4. Administrative & Back-Office Activities 

• Perform corresponding back-office administrative tasks. 
• Ensure proper documentation and traceability of all actions taken. 
• Support internal reporting activities when required. 

Requirements: 

• Bachelor’s degree or minimum 2 year higher education in Business, Customer Service, Insurance, or related field (or equivalent experience).
• Previous experience in customer service, insurance, or call center environment is an asset. 
• Entry-level candidates may be considered depending on profile and language skills. 
• Strong communication skills (verbal and written). 
• Proficiency in Microsoft Office tools. 
• Knowledge of CRM tools. 
• Good digital literacy and ability to navigate multiple tools simultaneously. 
• Fluent level of Spanish is necessary, a good level of English is a plus.