CED Claims promises its clients not only innovative technology, but also quality and capacity in claims handling. The latter is perhaps the most daring promise in these times when all market sectors are struggling with labour shortages. But CED knows how to deliver on this promise. Not only by setting up attractive (international) traineeships, but also by organising and training capacity where it is available. Such as in Lisbon (Portugal). Meet the dynamic Florent Mendes, who will be leading the Claims team here.
CED Claims already has innovative Claims Operations Centres in Tunis (Tunisia) and Sofia (Bulgaria), and, since September, also in Lisbon (Portugal), in the same building where CED CBC is located. In these Claims Operations Centres, many claims handlers work together with the national claims departments of CED or the claims departments of clients. In supportive back-office processes, from the very first damage claim to the completion of a file, including contact with victims. These claims handlers are always multilingual, highly educated, and trained by CED or clients. They know the client's national legislation, are very customer-oriented, and committed to sharp KPIs and SLAs. Of course, these Claims Operations Centres are compliant with the highest standards of information security. Tunis is fully GDPR-compliant; Sofia and Lisbon are reliable Europe-based centres.
Growth mindset
Floris Mendes is Portuguese, born and raised in France. He has extensive experience in the customer experience sector and in managing teams in business process outsourcing. Back in Portugal, he came into contact with CED. ‘I was immediately interested. Discovering uncharted territory, developing and building something new – that's what I find interesting!’ he says enthusiastically. ‘What’s more, CED’s culture suits me well: the growth mindset, actively working with AI, yet still with an eye for the personal approach. It’s a combination I’m happy to be part of.’
Quality and continuous improvement
Over the coming months, Mendes will be building a team of claims handlers. ‘For clients in French-speaking CED countries, such as Belgium and France. When recruiting colleagues, I can draw on a large network of French speakers here in Lisbon, some of whom are Portuguese who, like me, have returned, speak fluent French, and are highly educated.’ These new employees will be trained either by CED or the clients for whom they will work. We monitor their development closely and report on KPI's en SLA's,' says Mendes. ‘We learn everything about claims, clients, working methods, and systems. I also want to see how I can contribute my own knowledge and experience. For example, in managing customer expectations, monitoring speed and quality, and working on continuous improvement. And then perhaps looking at how we can further expand our services for our clients. Like CED, I also think: 'the sky is the limit.'