Customer Claims Specialist

Job Title – Customer Claims Specialist

The role:

You will support customers who call in for assistance regarding their policy, providing accurate information in response to their enquiry. You will respond to enquiries relating to existing claims, and update systems with all conversations and documents received. You will handle customer escalations positively, ensuring that any unresolved issues are highlighted to your manager.

You will contribute to regular team meetings and be supported through your initial training and beyond with our buddy system. You are encouraged to bring your ideas and highlight areas for improvement in processes.

You will support managers in motivating and developing the team to consistently achieve our agreed client service levels.

Hours:

35 Hours per week. Shifts covering 8am to 8pm Monday to Friday, 9am to 5pm Saturday. You will be required to work 1 in 5 Saturdays with a day off in the week if worked.

You will:

• Support your Manager by taking the time to plan shift based on volume and resource available. Identify any potential fall in service levels and discuss appropriate steps to resolve with the management team.
• Support the claims team with customer queries, live case management & complaint handling
• All customers are calling us for help and therefore you will be required to handle all incoming and outgoing telephone calls in a helpful, friendly, polite and professional way.
• Handle first notification of loss (FNOL) calls empathetically, enter all relevant claims information accurately and agree the next course of action, whether we are requesting further information or are able to fast track the customers claims
• To proactively manage each claim ensuring that the customer receives the most appropriate service in a timely and cost effective manner.
• To monitor all aspects of the claim to ensure that all services are provided at the agreed time and that the customer is kept fully appraised of the progress.
• Our first thought should be to obtain any information in the quickest way, therefore proactive calls are essential to provide updates and request customer information.
• Assess new claims in accordance with policy terms and conditions, within specified service levels and in line with department procedures
• Support managers in monthly team meetings and effectively communicate to the team relevant department information

About you:

• You must have insurance claims experience
• You must have proven experience of providing a quality customer service within a pressurised office environment
• You will have a genuine desire to provide a high level of customer service
• You must be able to effectively manage multiple cases
• You will have a high attention to detail and quality focus
• You will have a proven ability to prioritise multiple tasks and work under strict timescales/under pressure
• You must have an excellent telephone manner