{"id":3153540,"url":"https://alion.io/job/axa-claims-customer-service-associate-mf","title":"Claims & Customer Service Associate (M/F)","company":{"id":13801,"name":"AXA","domain":"axa.com","url":"https://alion.io/company/axa","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Jibe","truth_index":{"grade":"B","score":80,"open_postings":65,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":20,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Milan, Italy"],"countries":["IT"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":38000,"max_usd":84000,"period":"year","method":"role_country_seniority_unknown","sample_n":66},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-23T11:22:00Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-26T09:13:37Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"A new job opportunity in AXA Partners Italy.\nWe are looking for a CLAIMS & CUSTOMER SERVICE ASSOCIATE based in Milan.\nType of contract: Temporary\nSchedule: Full Time\nReporting to the Claims Team Leader or Claims Manager the Claims and Customer Service Associate is responsible to handle Claims, calls, and day to day Back Office activities like to index inbound claims documentation, execute controls and perform administrative duties to keep AXA and our Partners systems in synchrony.\nThe Claims & Customer Service Associate will have to demonstrate strong performance:\nProvide good service to customers (Junior, EXP, Master)\nAchieve and surpass customer expectations (Junior, EXP, Master)\nAct as a point of reference for colleagues (Master)\nChampion and support change (Master)\nAct as a point of reference in the Manager’s absence (Master)\nDemonstrate ability to analyse and interpret data (EXP, Master)\nWHAT YOU'LL BE DOING\nClaims & Customer Service \nCalls & Claims Handling - receive, validate, assess and process New and Continuing Claims (Junior, EXP, Master)\nHandle complex Calls & Claims escalated by Junior Associates or EXP (Master)\nResponsible to provide good service to Customers by achieving and surpassing customer expectations and take responsibility for resolving any customer service issues relating to our customers (Junior, EXP, Master)\nPlay an active role to drive customer service excellence by ensuring achievement of productivity and quality assurance metrics (Junior, EXP, Master)\nEmail management - Comply with Business requirements to manage all the Ops emails accounts (Junior, EXP, Master).\nComplaints Handling - receive, validate assess and resolve new complaints (Master) if requested\nAct as a point of reference for colleagues (Master)\nDeputise for the Manager in their absence (Master)\nProduce Reports and Controls as requested by Manager (Master)\nTake a key role in the training programmes, championing change, coaching the team and handling quarries if requested by Manager (Master)\nIndex inbound claims documentation/correspondence within AXA imaging system (Junior, EXP, Master)\nPrepare AD-HOC analysis, action data reconciliation requests and perform deep dive analysis as required by internal & external stakeholders (Junior, EXP, Master)\nPerform administrative activities to keep client & AXA systems in synchrony (for instance, daily layouts processing, letters transfer, among others), handle inconsistences and action those upon (Junior, EXP, Master)\nPerform Post-Sales activities as requested by the Business (Junior, EXP, Master)\nCustomer Improvement Initiatives\nMake recommendations regarding improvements of administration practices and implement when required (Junior, EXP, Master)\nChampioning and support the implementation of improvements to processes and procedures (Master)\nRegulatory Compliance\nWork in compliance with regulatory policies and procedures, policy terms and conditions and current relevant legislation and regulations (Junior, EXP, Master)\nAction its own OCIF (Operational Control Framework) findings and address feedback to close out failures (Junior, EXP, Master)\nKey Performance Indicators (Junior, EXP, Master)\nIndividual Telephone Service Standards\nIndividual Productivity Standards\nQuality of decision-making & calls handling\nControls findings\nWHAT YOU'LL BRING\nEducation & Experience\nFluent in Italian and English languages\nExcellent communication skills with track record of dealing with colleagues and customers at all levels\nTechnical degree or above\nTwo previous years’ experience in similar position (Junior, EXP)\nTwo previous years’ experience as Claims Asssment & Customer Service Associate with track record of excellent performance (Master)\nExcellent communication skills with track record of dealing with colleagues and customers at all levels\nWHAT WE OFFER\nAt AXA Partners, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that.\nTo apply, click on the ‘apply’ button, you’ll then need to log in or create a profile to submit your CV. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics.\nWHO WE ARE\nWe’re AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection - with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive - offering solutions and services that make sure we’re always at people’s side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we’re always looking at new ways to offer seamless and reassuring experiences when it really matters.\nJoin a company that helps protect the forests! 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