Client Operations Account Executive
Core
Primary point of contact for handling client complaints and disputes, ensuring root cause analysis, fair resolution, and adherence to strict Service Level Agreements (SLAs) for a global travel benefits and insurance company.
Role type
Client Operations Account Executive (Complaint & Dispute Management)
Builds
Dispute resolution outcomes and operational efficiency for over 800 clients in the travel, loyalty, and insurance sectors.
Domain
Travel benefits, loyalty programs, and insurance
Deliverable
client delivery
Required skills
complaint management, root cause analysis, SLA monitoring, data consolidation and reporting, invoice reconciliation, contractual obligation understanding, advanced Excel skills, MS Office proficiency
Preferred skills
banking or finance experience, fluency in English and a second European language, strategic thinking, process improvement
Technologies
MS Office, Advanced Excel
Responsibilities
Investigate client complaints and disputes to determine root causes; Monitor and manage complaint resolution timelines to meet SLAs; Provide regular reporting on SLA adherence and resolution rates; Analyse complaint trends to recommend process improvements; Ensure all complaint-handling activities comply with regulatory requirements.
Seniority
Individual Contributor