Senior Customer Service Specialist

Aon
Warsaw
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Attention to detail","Problem-solving","Ownership","Process thinking"]

Provide end-to-end, independent customer service for employee benefits programs, especially medical care and group insurance. Handle complex and escalated cases, coordinate changes to benefit coverage, and ensure data/documentation accuracy. Monitor requests against SLA, prepare reports and analyses for clients and internal teams, and collaborate closely with clients, benefit providers, broker teams, and stakeholders. Support team growth by sharing knowledge, training less experienced employees, and driving process improvements.

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FursaFursa
Aon
Aon
1 day ago

Senior Customer Service Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Provide end-to-end, independent customer service for employee benefits programs, especially medical care and group insurance. Handle complex and escalated cases, coordinate changes to benefit coverage, and ensure data/documentation accuracy. Monitor requests against SLA, prepare reports and analyses for clients and internal teams, and collaborate closely with clients, benefit providers, broker teams, and stakeholders. Support team growth by sharing knowledge, training less experienced employees, and driving process improvements.
Location: Warsaw
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Independently deliver end-to-end customer service for employee benefits programs, especially medical care and group insurance.
  • •Coordinate ongoing communication with clients, benefit providers, broker teams, and internal stakeholders.
  • •Handle complex and non-standard matters, including customer and employee escalations.
  • •Coordinate processes for benefit program changes (enrollments, terminations, coverage/package changes) and ensure documentation accuracy.
  • •Monitor request progress to maintain SLA-driven quality and timeliness; prepare reports and support process improvements.

Key Requirements

  • •Experience in business customer service, preferably in employee benefits, insurance, medical care, or B2B services.
  • •Ability to independently manage assigned processes and deliver timely, correct outcomes.
  • •Experience resolving complex, non-standard cases with multiple stakeholders.
  • •Strong communication skills and professional approach in client collaboration.
  • •Advanced proficiency with Microsoft Office, especially Excel, Outlook, and PowerPoint; English level at least B2.
Experience:InsuranceEmployee benefitsB2BMedical care
Skills:CommunicationAttention to detailProblem-solvingOwnershipProcess thinking
Languages:English
Tech Stack:Microsoft OfficeExcelOutlookPowerPoint

Company Brief

Aon
Global professional services firm providing risk, retirement, human resources, and insurance brokerage solutions to clients worldwide, including consulting, reinsurance, and data-driven risk management services.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1982
Glassdoor
Glassdoor: 3.9
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