Senior Operations Specialist (Dutch Speaker)
Location: Amsterdam | Hybrid Working

As a Senior Operations Specialist, you'll play a key role within our Dutch Operations team. Alongside handling complex claims and complaints, you'll act as a trusted operational partner to the Team Manager, supporting colleagues, maintaining quality standards and helping ensure smooth day-to-day operations.

You'll be the first point of support for escalations, complex cases and complaints, while coaching colleagues and contributing to continuous improvement across the team.

What You’ll Do

• Perform daily operational handling across the relevant products and processes, including claims assessment, customer correspondence, administration, case follow-up and complaint resolution.
• Manage complex, sensitive and escalated cases, ensuring accurate and well-documented decisions.
• Prepare and support responses for Kifid-related matters in cooperation with the Team Manager and relevant Legal, Compliance or business stakeholders.
• Act as the first escalation point for colleagues and support them with complex customer situations.
• Provide guidance on policy interpretation, evidence requirements and customer communication.
• Support the Team Manager with workflow planning, prioritisation and service delivery.
• Help coordinate daily activities and provide operational support when required.
• Conduct quality reviews and help drive coaching and process improvements.
• Identify operational risks, inconsistent decisions and recurring customer pain points, and escalate material concerns promptly to the Team Manager.
• Support onboarding, training and knowledge sharing across the team.
• Maintain procedures, templates and operational guidance materials.
• Contribute to projects, change initiatives and service improvements.

What You’ll Bring

• Fluent Dutch and good English communication skills.
• Experience in claims handling, complaints, insurance administration, customer service or operations.
• Experience handling complex customer cases or escalations.
• Strong judgment, attention to detail and problem-solving skills.
• Ability to coach, support and influence colleagues.
• Strong organisational skills and the ability to prioritise effectively.
• Comfortable working with Microsoft 365 and case-management systems.
• MBO+ / HBO working and thinking level through education and/or relevant experience.

What We Offer

• Competitive annual salary of €3.000 - €3.200 gross per month, plus holiday allowance paid in 12 monthly payments. (Total annual salary = €38.880 - €41.472)
• Flexible hybrid working after training: 2 or 3 days from home per week.
• Performance-related bonus.
• Monthly wellbeing allowance of €45 net.
• Transportation and working from home allowance.
• 28 days of holiday, plus wellbeing and employee support programmes.
• Premium-free pension plan.
• €50 net birthday gift.
• Comprehensive training programme to help you build confidence and expertise.
• Access to Udemy and ongoing career development opportunities, including pathways to specialist, quality, training, team leader, or operational support roles.

We look forward to receiving your application
#LI-Hybrid

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Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

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