About the Company

VUMI® is an international health insurance company offering exclusive major medical insurance products and VIP medical services to private and corporate clients worldwide. VUMI® products are designed to give you unique benefits and extensive general coverage. Most importantly, VUMI® gives you peace of mind – you’ll be covered at all times – anywhere in the world.

About the Role The Client Relationship Specialist will provide exceptional service and case resolution to insured clients and brokers. This role focuses on building and maintaining customer relationships, managing cases from start to resolution, and minimizing handoffs to other departments.

The Client Relationship

Specialist must collaborate with internal departments to ensure a seamless client experience, demonstrate strong problem-solving skills, and maintain high levels of client satisfaction. Effective communication, multitasking, and a customer-centric mindset are essential to success in this position.

Responsibilities

- Handle incoming inquiries from clients, brokers, and partners via phone, email, and other channels, ensuring timely and accurate responses to their needs.
- Build and nurture relationships with clients, serving as their main point of contact for service requests, resolution, and proactive engagement.
- Proactively manage client cases from start to resolution, reducing unnecessary handovers by collaborating with internal teams such as claims, underwriting, operations and any other relevant business areas.
- Effectively communicate coverage, policy terms, and claim procedures, ensuring clients and brokers have a clear understanding of their VUMI VIP insurance policies.
- Maintain thorough and accurate documentation of interactions, decisions,



and case status updates within the company’s systems for transparency and continuity.
- Identify potential issues or opportunities for improvement in service delivery and propose solutions to enhance client satisfaction and operational efficiency.
- Work with internal departments to resolve complex cases or escalations, ensuring all relevant parties are informed and that clients receive timely updates.
- Gather client feedback to support continuous improvement initiatives and ensure alignment with company service objectives.
- Support new product or service launches by educating clients and brokers and addressing any questions or concerns that arise.
- Participate in regular team meetings, training sessions, and other professional development opportunities.
- Available to work extended hours, weekends, or overtime as needed, based on department workload (with prior approval and request from the supervisor).
- May perform other functions as assigned by supervisors.

Qualifications

- Fluency in English and Spanish, with proficiency in a third language preferred but not required.
- Deep understanding and commitment to customer-centric service, with a demonstrated ability to prioritize client needs and provide exceptional care. 1-3 years’ experience in a customer facing role.
- Experience living abroad, having multicultural understanding, with an appreciation for the challenges and vulnerabilities faced by insured individuals in need of support, guidance, and assistance.
- Educational background and maturity level that support effective self-management, independent decision-making, and high-quality service delivery.

Equal Opportunity Statement: VUMI® is committed to diversity and inclusivity in the workplace.

📌 Client Relations Specialist (Madrid)
🏢 VIP Universal Medical Insurance Group (VUMI)
📍 Madrid