To advise policyholders on general queries and insurance claims issues for relevant or related peril, and to provide world class, full lifecycle claims handling and to act as the primary customer contact in managing a portfolio of fast-moving, household claims.
We’ll need you to be able to:
* Advise policyholders on general queries and insurance claims issues for relevant or related peril.
* Build policy-holder confidence by developing rapport and listening to each and every policy holder specifically.
* Check that the policy covers the claims.
* Take a methodical approach to each claim and working through the processes with each policy holder.
* Request and gather documents and information from customers such as receipts, photographs, or accident reports.
* Arrange for payment to be made within authority levels.
* Manage a high-volume portfolio of fast-paced claims through prioritising by individual circumstances from setup to settlement.
* Liaise between internal teams, third party suppliers and policy holders, ensuring that all are updated to ensure the smooth and timely progression of claims.
* Perform basic fraud checks and escalate any fraud alerts or suspicious circumstances to the Counter Fraud team.
* Manage multiple activities by prioritising important and urgent tasks whilst maintaining the focus on the policy holder.
* Negotiate settlement of claims both verbally and in writing.
* Assist with overflow calls during peak times where necessary.
* Constantly seek improvements in how we deliver excellent customer service.
* Ensure that SLA’s and KPI’s are met and maintained consistently.
* Undertake any individual or team task or activity reasonably requested and in line with the company values.
Skills required:
* Excellent verbal and written communication skills.
* Good organisational skills.
* Accuracy and attention to detail.
* Ability to work well under pressure and meet deadlines.
* PC literate with good administrative skills.
* Ability to take on increased ownership and responsibility when necessary.
Drive / motivation:
* Helpfulness and a passion for customer service.
* High energy levels.
* Positive approach.
* Team player.
* Drive and enthusiasm for meeting targets.
* Empathy and understanding.
* Confidence & a professional attitude.
Experience / knowledge:
* At least 2 years experience in a Customer Service role.
* Previous claims experience is desirable but not essential.
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