Senior French-Speaking Customer Operations Agent

About the role

This role covers core processing within the Customer Operations functional area, supporting corporate and retail clients on behalf of FNZ. It is a lead position for service delivery to clients based in France, ensuring accuracy, compliance and service standards in line with clients' KPIs. High-level proficiency in written and spoken business French and experience in the French life insurance market are essential.

Key responsibilities

• Handle day-to-day processing accurately and to a high quality, keeping customer files and records, issuing quotes or payments and helping with additional tasks as needed.
• Deliver operational services to clients and internal partners, and support operational relationships across the global business.
• Engage with external stakeholders such as clients, consultants and third parties on service standards, change and risk.
• Meet KPI/KRI targets on customer contractual terms and support continuous improvement programmes.
• Complete personal risk management duties, including control attestation, risk event and breach reporting.
• Adhere to operational controls to reduce errors and mitigate fraud, and report evidence of standards to managers.
• Support quality of processing for client assets and client money.
• Maintain training compliance, communicate clearly in French and English, and develop professional knowledge through training.

Required profile

• Degree or equivalent in business (an advantage).
• Experience in the French life insurance market.
• Experience in wealth management, insurance or pensions, and in delivering superior client service.
• Able to work accurately and to deadlines, with excellent interpersonal and communication skills.
• Change management experience is an advantage.
• Understanding of regulations applicable in France.

Required skills

• Fluent written and spoken French with a wide range of clients, consultants and agents.
• Standard office applications such as Word, Outlook and Excel.