Customer Services Coordinator

hace 3 semanas


Colombia Huila Chubb A tiempo completo

**Propósito del rol**

Asesoría legal y coordinación del equipo de servicio al cliente en la gestión de las peticiones, quejas y reclamos atendidas. Análisis y proyección de respuesta de las peticiones, quejas y reclamos recibidas de Entes de Control y gubernamentales, Corredores, Sponsor, Asegurados y Proveedores de Servicio que tengan un trasfondo jurídico y requieran de la revisión de un abogado. Implementación y control del cumplimiento de requerimientos remitidos por los entes de control

**Responsabilidades principales**
- Proporcionar asesoría en la gestión de las peticiones, quejas y reclamos al equipo de servicio al cliente.
- Apoyo en la identificación, alertamiento y posibles soluciones bajo una visión jurídica de las causas raíz identificadas en la atención de las PQR s.
- Revisión y definición de proformas para la atención de las peticiones, quejas y reclamos del área de servicio al cliente.
- Brindar atención y solución a las peticiones, quejas y reclamos asignados a través de la herramienta zonic que requieran una respuesta formal y tengan un trasfondo jurídico.
- Gestionar, hacer seguimiento y cerrar las peticiones, quejas y reclamos asignadas dentro de la herramienta zonic, cumpliendo con los SLA´S definidos.
- Realizar seguimiento y gestionar las PQR´s radicadas por los clientes a través de los entes de control y gubernamentales que son asignados a través de la herramienta zonic.
- Remitir las respuestas de las peticiones, quejas y reclamos a los asegurados, sponsor, entes de control y gubernamentales a través de los diferentes medios dispuestos: correo electrónico, mensaje de texto, páginas de entes de control, etc.
- Realizar informes de seguimiento y control de las Peticiones, quejas y reclamos recibidas.
- Gestionar los requerimientos de entes de control recibidos por la compañía así como implementar o ajustar procesos derivados de dichos requerimientos
- Supervisar en conjunto con el equipo de gestión de PQR el cumplimiento de los tiempos de atención y de los requerimientos definidos por las circulares de la superintendencia, así como validar los alertamientos generados de las quejas atendidas, garantizando la implementación de los planes de acción definidos.
- Acompañamiento legal en los comités SAC y comités operativos internos (con áreas claves de la compañía) y externos (sponsor más relevantes) donde se valida el comportamiento de las PQR´s, se generan las alertas y planes de acción producto de la atención de las reclamaciones y se definen las acciones necesarias para mejorar los resultados de las encuestas de satisfacción de los clientes (NPS y CSAT).

E **xperiencia**

3 año(s) de experiência requerido(s) para desempeñarse eficazmente. Especifique con un
- las habilidades que son esenciales/críticas para el puesto.
- Visión de negocio *
- Influencia *
- Liderazgo de equipos inclusivos *
- Ejecución *
- Titularidad *
- Integridad y Coraje *
- Enfoque Estrátegico *

**Requerimientos**

Mencione los conocimientos y habilidades específicas que se requieren para operar en el puesto (certificaciones profesionales o académicas).

Especifique con un
- aquellas habilidades que son esenciales/críticas para el puesto.
- Profesional en Derecho*
- Especialización en Derecho de Seguros o Derecho Comercial*
- Inglés intermedio*
- Mínimo 3 años de Experiência, de preferencia, la mayoría en seguros.
- Office Package: Intermedio
- Seguros: Intermedio


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