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MAPFRE MIDDLESEA

Sales Team Leader

Reporting to the Head of the Direct Sales Network, the Sales Team Leader is responsible for managing the assigned commercial team. They must achieve the set objectives while upholding high standards of advice and customer service, ensuring the efficient and responsible use of available resources to maximise value.

The Sales Team Leader fosters training, collaboration, and teamwork to drive success. They ensure that their team adheres to MAPFRE’s ethical, professional, and profitability codes, while also complying with regulatory requirements, meeting customer needs, and maintaining efficiency in resolving activity-related issues.

Main Tasks:

Ability to motivate, inspire, and lead a sales team.
Strong decision-making and problem-solving skills.
Capability to delegate tasks effectively and ensure accountability.
Deep understanding of sales techniques, negotiation, and closing strategies.
Strong customer relationship management skills.
Communication & Interpersonal Skills.
Excellent verbal and written communication skills.
Ability to handle conflict resolution and manage difficult conversations.
Strong collaboration and relationship-building skills with both clients and team members.
Encourage a culture of continuous improvement and learning.
Strong focus on achieving sales targets and KPIs.
Commitment to delivering exceptional customer service and satisfaction.

Languages:

Maltese: Level: Excellent
English: Level: Excellent
Spanish: Level: Any level is considered an asset

Benefits

+ Flexible working hours
+ Gym in Premises
+ Birthday Leave
+ Health Insurance
+ Life Insurance
+ Canteen Allowance
+ Transport Allowance
+ Longer Maternity / Paternal leave
+ Returning mothers Benefit
+ Children Sick Leave
+ Pension Plan Incentive after 2 years of Seniority
+ Active Ageing Incentive
+ Study / Exam Leave
+ Sports and Cultural Leave
+ Sponsorship for Training
+ Canteen Facility

Applicants are kindly requested to send a CV together with a covering letter on hrmalta@middlesea.com

Sales and Customer Executive

Main Tasks:

Assists in the servicing of walk-in customers, including intermediaries, which includes but is not limited to the following:
Updating and amending client details as and when appropriate
Providing product information to clients and responding to their queries.
Promoting new products
Providing quotations for a new policy and completion of necessary paperwork if sale is concluded
Administers a policy’s process as appropriate with regards to surrenders, maturities, payment of death benefits, revised Estimate
Maturity Values, top-ups, switches, valuations of Unit Linked policies, payment of premiums.
Handling all calls and electronic mails from MSV life clients.
Handling of customer complaints received at Regional Offices and seeking resolution thereof; referring unresolved complaints internally through the established channels.
Processing of customer requests by amending the customer / policy records accordingly, issuing, and sending the appropriate paperwork.
Applies, where so delegated, discretionary authority to mitigate a serious customer relationship breakdown situation by offering redress compensation.
Servicing of customer enquiries on the phone and by email, in a similar way to walk-in customers.

Requirements:

Knowledge of Microsoft Office Tools/Applications;
Negotiation Skills;
Strong Communication Skills – verbal and written;
Strong Analytical Skills;
Preference will be given to applicants who attained a CII qualification (minimum Dip CII) or who are in an advanced progress towards achieving such qualification;
Ability to work independently with minimal guidance and part of a team.
Team Player.

Languages:

Maltese: Level: Excellent
English: Level: Excellent
Spanish: Level: Any level is considered an asset

Benefits

Applicants are kindly requested to send a CV together with a covering letter on hrmalta@middlesea.com

Actuarial Executive

Main Tasks:

Manage and analyze databases of policies and claims.
Collaborate in the preparation and development of pricing models and technical analysis.
Use specialized software such as Emblem, Radar, and Power BI for data visualization and analysis.
Support process automation through programming in R or Python.
Perform various tasks that contribute to the efficient functioning of the team, given the dynamic nature of a small company.
Learn and develop skills in insurance pricing, with the goal of assuming these responsibilities autonomously.
Work closely with other team members to ensure the accuracy and quality of analyses and reports.

Requirements:

Degree in mathematics, actuarial science or data science with the intention of pursuing a career in the actuarial field, ideally studying for the attainment of the IFoA fellowship.
Solid experience in data handling and advanced analysis in Excel.
Basic knowledge of programming in R or Python.
Familiarity with actuarial pricing and data analysis tools such as Emblem, Radar, and Power BI would be an advantage.
Ability to work independently and as part of a team, with a proactive attitude and willingness to learn.
Excellent analytical skills and attention to detail

Languages:

Maltese: Level: Excellent
English: Level: Excellent
Spanish: Level: Any level is considered an asset

Benefits

Applicants are kindly requested to send a CV together with a covering letter on hrmalta@middlesea.com

Health Claims Handler

Responsabilities:

Processing of medical claims – verifying, approving and issuing payments
Technical analysis of a claim and determination of liability
Negotiate claim settlements with clients
Support and servicing of clients, brokers and intermediaries
Liaising with the medical profession, clinics, private hospitals and the like
Delivery of a high quality service to clients and intermediarie

Experience and Education:

Minimum of ‘A’ level of education
Preference will be given to candidates in hold of CII certification and/or University Degree and/or or have a medical career background

Technical Knowledge & Skills:

Technical expertise obtained by experience in health insurance, or have a medical career background of a minimum of 3 years.
Written, spoken and good communication skills in Maltese and English
Conversant with Microsoft Office
Negotiation, communication and time management skills
Ready to work under pressure with minimum supervision
Energetic, positive and outgoing

Languages:

Excellent verbal and written communication skills in Maltese and English

Previous Professional Experience:

Preference will be given to candidates with prior experience in
1. health insurance claims OR
2. health insurance underwriting OR
3. a medical career background of a minimum of 3 years

Benefits:

Applicants are kindly requested to send a CV together with a covering letter on hrmalta@middlesea.com

Quality Control

Role:

To oversee the quality of service provided in Operations and implement controls to improve service levels

Responsabilities:

Oversee internal controls and claims reviews for all types of claims
Assist in maintaining a Transactional NPS process and work towards the improvement of the overall NPS score across all operations areas
Implement and monitor anti-fraud measures both internally and externally
Support in the reporting on Operations functions for Corporate
Partner with the Processes team to enhance procedures and automations.
Track and oversee Provider’s performance to ensure they meet KPIs.
Assist when needed the cost control department with payments of claims and parts ordering functions.

Experience and Education:

Previous experience in processing insurance claims
Familiarity with insurance policy coverage and regulations
Strong attention to detail and accuracy in claims documentation
The person selected for this role will need to present strong analytical skills

Benefits:

Applicants are kindly requested to send a CV together with a covering letter on hrmalta@middlesea.com

Accounts Executive

Responsibilities:

Assisting with the preparation of management accounts other financial reports, as required
Assisting with financial and statutory reporting
Liaising with external auditors, to assist with the smooth execution of annual audits
Liaising with and handling finance queries from internal teams, professional advisors and third parties, as required
Updating, monitoring and reviewing of book-keeping transactions.
Carrying out general ledger entries and
Processing of payments
Any other duties for the smooth running of the department

Experience and Education:

Having audit background will be considered an asset.
In the process of attaining the ACCA qualification and//or 2 years previous experience in a similar role
Good knowledge of excel and basic accounting principles.

Benefits:

Applicants are kindly requested to send a CV together with a covering letter on hrmalta@middlesea.com

Personal Insurance Claims Handler

Responsibilities:

Guide policyholders on how to proceed with the claim
Collect accurate information and documents to proceed with a claim
Analyse a claim made by a policyholder to establish whether it satisfies the policy conditions
Monitor the progress of a claim
Liaise with claimant and outsourced network of approved professionals
Liaise with lawyers, as well as other legal and claims professionals, and negotiate the terms of a claim
Investigate potentially fraudulent claims
Ensure fair settlement of a valid claim
Ensure the customer is treated fairly and that the customer receives excellent service in accordance with industry and company guidelines
Handle any complaints associated with a claim
Adhere to legal requirements, industry regulations and customer quality standards set by the company.

Experience and Education:

Minimum of secondary level of education
Knowledge and experience of the insurance industry (minimum 2 years’ experience) in the areas related to personal lines products

Technical Knowledge & Skills:

Excellent interpersonal and customer service skills
Negotiation, questioning and decision-making skills
Communication skills and confidence when dealing with people, often in difficult circumstances
Active listening skills
The ability to work well under pressure
Commercial acumen
Initiative and the ability to adapt quickly to different situations
Good numeracy and literacy
Discernment and the ability to assess a situation objectively
Attention to detail and sound report-writing skills.
Knowledge and experience of the insurance industry (minimum 2 years’ experience) in the areas related to personal lines products
Sound knowledge of Insurance principles
Strong IT skills – Word, Excel, PowerPoint
Energetic, positive and outgoing

Applicants are kindly requested to send a CV together with a covering letter on hrmalta@middlesea.com

MAPFRE MSV Life

Executive - Risk

The company is seeking applications from detail-oriented and committed individuals based in Malta to assume the position of a Risk Management Executive.

The prospective candidate will form part of the Risk Management Area and will assist the company to mitigate any potential risks that it might face through oversight, reporting and risk management governance.

Main Tasks:

Coordinating operational risk assessments through the company’s risk management tool.
Developing, implementing and regularly updating risk management policies and procedures.
Regularly updating the company’s risk register.
Preparing internal dashboards and monitoring of key risk indicators.
Monitoring, reporting and managing operational risk incidents.
Identifying risks and controls within company processes.
Promoting a risk culture within the company.
Coordinating and preparing reports which are submitted to the Malta Financial Services Authority and Central Bank of Malta.
Coordination of other assessments requested by the Company’s corporate risk management area.

Education, Qualification & Certification:

Bachelor’s degree in Insurance, Risk Management or a related discipline (Candidates nearing completion of a degree will also be considered).
Strong analytical and problem-solving skills.
Proficiency in MS Office applications, specifically within MS Excel is considered an asset.
Excellent communication and interpersonal abilities.
Excellent coordination skills and ability to work alongside other team members.

Languages:

Maltese: Level: Excellent
English: Level: Excellent
Spanish: Level: Any level is considered an asset

Benefits

Applicants are kindly requested to send a CV together with a covering letter on hrmalta@middlesea.com

Administrator - Anti Financial Crime Unit

The candidate will be responsible for assisting in the daily operations of the claims department. The candidate will handle day-to-day claims processes, including maturities, surrenders, and death claims, as well as manage client queries through phone and email. There will also be other tasks and responsibilities to assist the supervisor and the head of department as required.

Main Tasks:

Create and maintain filing systems (mainly electronic)
Maintain department lists and databases
Assist with communication and follow-ups with distribution network
Assist with multiple AML related tasks (screening, online searches, etc.)
Provide support with AML System operations (data entry, risk assessment, etc.)
Assist in the preparation of scheduled reports
Compiling statistics for senior management
Provide general support to executives and senior management

Education, Qualification & Certification:

Advanced Level Certificate
Any additional qualification as an Administrative Assistant or Secretary will be positively
considered

Education, Technical Knowledge & Skills:

Excellent verbal and written communication skills
Fluency in English and Maltese

Key Competencies:

Experience in another similar role is an asset, but is not a requirement
Experience in a regulated industry will be positively considered
Experience in financial crime compliance will be beneficial

Languages:

Maltese: Level: Excellent
English: Level: Excellent
Spanish: Level: Any level is considered an asset

Benefits

Applicants are kindly requested to send a CV together with a covering letter on hrmalta@middlesea.com

Executive, Operations - Claims

Main Tasks:

Claims Handling:

Process day-to-day claims such as maturities, surrenders, and death claims accurately and efficiently.
Ensure all claims are processed in accordance with company policies and regulatory requirements.
Review and verify claim documents for completeness and accuracy before affecting the payment

Client Interaction:

Respond to client queries and concerns via phone and email in a timely and professional manner.
Provide clear and accurate information regarding claim status, procedures, and requirements.
Maintain a high level of customer service and ensure client satisfaction.

Administrative Support:

Assist in the preparation of regular reports and statistics on claims activities and outcomes.
Maintain organized and up-to-date records of all claims and related documentation.
Support the Claims Manager in various administrative tasks and special projects as required.
Assist in representing the company on any court summons cases
Assist in the compiling of complaints sheets for the COO and in compiling data and answering to requests from our lawyers in connection to OAFS complaints
Participate in UAT testing in relation to any new products, existing bugs and any other system related process in relation to Claims
Handle the monthly process of commission payments to the distribution network, which will include the review of commisson statements against the bank files as well as sending the respective commission statements to the agents

Process Improvement:

Identify opportunities for improving claims processing efficiency and effectiveness.
Provide feedback and suggestions to enhance current procedures and workflows.

Qualifications:

Bachelor’s degree in Business Administration, Finance, Insurance, or a related field is preferred.
Previous experience in claims processing or a similar role within the insurance industry is preferred.
Strong analytical skills and attention to detail.
Excellent communication and interpersonal skills.
Proficiency in using Microsoft Office Suite (Word, Excel, Outlook).
Ability to work independently and as part of a team.

Key Competencies:

Customer-focused with a commitment to providing high-quality service.
Strong problem-solving skills and the ability to handle complex claims.
Organizational skills with the ability to manage multiple tasks simultaneously.
Adaptability and a proactive approach to task management.

Languages:

Maltese: Level: Excellent
English: Level: Excellent
Spanish: Level: Any level is considered an asset

Benefits

Applicants are kindly requested to send a CV together with a covering letter on hrmalta@middlesea.com

Executive Department: Operations - Policy Servicing Team

Main Tasks:

Ability to provide excellent customer service and build rapport with customers
Understanding insurance products and assessing customer needs
Ability to manage time effectively and meet deadlines
Premium Reconciliation
Replying to customer and intermediary enquiries and providing guidance where necessary
Processing customer requests
Updating customer / policy details on IT core system as necessary
Participating in training programs to enhance knowledge and skills
Assisting with other administrative tasks as directed

Requirements:

Minimum A Level standard
Professional certification in insurance or related subject will be useful
Previous experience in customer service can be an asset

Languages:

Maltese: Level: Excellent
English: Level: Excellent
Spanish: Level: Any level is considered an asset

Benefits

Applicants are kindly requested to send a CV together with a covering letter on hrmalta@middlesea.com

Middlesea Assist

Sales & Customer Representative

Middlesea Assist Ltd in Malta is looking to recruit a Sales & Customer Representative to join its Insurance Support team. The main responsibilities of the role include handling customer enquiries and concerns, providing RFQs and concluding sales when applicable and providing product and claim information and solutions to our client’s insurance queries.

Whilst an insurance qualification or experience is an asset, Middlesea Assist provides full on the job training together with a buddy system to ensure the ideal learning environment is provided for the candidate without jeopardizing the level of service given to all its customers.

Job Responsibilities and Duties:

Duties to include but are not limited to:

Provide first-line insurance customer support
Handling of incoming calls, chats and emails in the most professional and efficient way in line with the company’s standards
Working closely with other internal departments in resolving customer queries
Issuing and sending client documentation

Qualifications and Skills:

Minimum of secondary level of education
Fluency in written and spoken Maltese and English
Be computer literate and familiar with Microsoft Office application
Must be outgoing and have a positive attitude together with the ability to relate well with our customers
Be an excellent team player and work well under pressure
Portray problem-solving skills and a strong customer-oriented attitude
Telephone etiquette, communication and organisational skills are a must
Experience in the following sectors is considered an asset: Insurance, Contact Centre, Customer Care

Benefits upon employment:

Paid breaks and comfort breaks
Towing and Home Assistance benefit
Discounted insurance products
On-the-job training throughout your career

After successful completion of the probation period candidate will be entitled to:

1-2 days hybrid working
Birthday leave
Off-peak leave
Production bonus
Health Insurance
Variable salary
Sponsorships for professional qualifications and training

Applicants are kindly requested to send a CV together with a covering letter on hrmalta@middlesea.com

Contact Centre Agent

Middlesea Assist Ltd is looking to recruit a full-time Contact Centre Agent. The role is on a 24/7 shift basis but entails mostly working between 6am and 10pm. The main duty of the Contact Centre Agent is to handle incoming calls for assistance services and dispatch the needed service within the agreed time frame.

Job Responsibilities and Duties:

Duties to include but are not limited to:

Answer and handle incoming calls for assistance services;
Correspond with contractors network by phone or email;
Receive and handle online chats;
Resolve and document call information according to standard operating procedures;
Other contact centre related duties as may be assigned.

Qualifications and Skills:

Proficient in main Microsoft applications including the ability to learn and navigate new software;
Excellent data entry and typing skills;
Superior listening, verbal, and written communication skills;
Ability to effectively manage multiple priorities and work in a dynamic environment;
Speak and write fluent Maltese and English;
Knowledge of basic home installation (would be considered an asset);
Experience in a call centre environment (would be considered an asset);
Knowledge of customer service practices and principles (would be considered an asset).

Benefits upon employment:

A gross annual salary of €19,200.00
Shift allowance
Entry performance bonus
Paid breaks and comfort breaks
Towing and Home Assistance benefit
Discounted insurance products
On the job training throughout your career

Benefits after 3 months of employment:

Work from home benefit.

Benefits upon successful completion of probation period:

Birthday leave
Off-Peak Leave
Full performance bonus

Benefits after one year of employment::

Health insurance
Variable salary

Applicants are kindly requested to send a CV together with a covering letter on hrmalta@middlesea.com

BEE (I.T)

Business Analyst

The Business Analyst (BA) will be responsible to identify MAPFRE’s business needs and its operational capabilities. He/she will be responsible for understanding the business processes, identifying areas for improvement, gathering and analysing data as well as working with stakeholders to recommend solutions. These must all be according to the framework used within MAPFRE and the operational functionalities provided by MAPFRE’s core systems.

The BA is the liaison between the various business units and the IT teams, ensuring that processes and systems align with the company’s objectives and strategy.

Key Responsibilities:

Responsabilities:

Work closely with stakeholders (management, users, clients) to gather, define, and document business requirements.
Conduct interviews and workshops to capture business processes, workflows, and understand problematic areas.
Define clear and actionable user stories, use cases, and functional specifications.

Business Process Analysis & Design:

Analyse existing business processes to identify inefficiencies and recommend improvements as per current system operational functions
Recommend business process changes to optimize efficiency, reduce costs, and improve overall performance.
Collect, analyse, and interpret business data to support decision-making and process optimization.
Work with technical teams to design technical solutions that meet business requirements and that the proposed solutions are aligned with organisational goals and core system operations.
Collaborate with developers and other team members to ensure a smooth implementation of solutions.

Stakeholder Communication & Management:

Act as the main point of contact between business stakeholders and technical teams.
Communicate project progress, risks, and issues to stakeholders and leadership.
Manage stakeholder expectations and ensure their needs are addressed throughout the project lifecycle.

Project Support & Implementation:

Support project managers in defining project scope, goals, and timelines.
Participate in user acceptance testing (UAT) to ensure that the delivered solution meets business requirements and is of the expected quality.
Provide training to end-users on new processes.
Assist in change management reviews, ensuring smooth transitions and adoption of new processes.

Required Skills and Qualifications:

Experience:

Proven experience as a Business Analyst or similar role in business analysis, data analysis, or process improvement.
Experience with tools such as Microsoft Excel, Visio, or similar business analysis and reporting tools.

Key Skills:

Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.
Strong negotiation skills for prioritisation of requirements.
Experience with business process modelling and requirements documentation.
Knowledge of Agile, Scrum, or other project management methodologies.
Knowledge in data analysis, reporting, and data visualization tools.
Ability to work independently as well as part of a cross-functional team.
Knowledge of SQL.

Additional Skills:

Experience working in Agile environments.
Understanding of software development lifecycle (SDLC).
Strong organizational and management skills.

Benefits:

Applicants are kindly requested to send a CV together with a covering letter on hrmalta@middlesea.com