Senior Customer Claims Specialist
Allianz Birmingham, United Kingdom
Job Title: Senior Customer Claims Specialist
Department: Claims
Location: Birmingham - Hybrid/Office
Salary: £27,000 - £35,000
Bonus: £2045
Start Date: March/April
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.
Working within the Travel Support team, you will report to the Travel Support 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 08am 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 planning shifts based on volume and resources 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.
* 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 on the next course of action.
* Proactively manage each claim ensuring that the customer receives the most appropriate service in a timely and cost-effective manner.
* Monitor all aspects of the claim to ensure that all services are provided at the agreed time and that the customer is kept fully apprised of the progress.
* Obtain any information in the quickest way; 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 relevant department information to the team.
About you:
* You must have insurance claims experience.
* You must have proven experience of providing 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/pressure.
* You must have an excellent telephone manner.
Staff Benefits: You will receive excellent training for this role as we are dedicated to 'Achieving Excellence Through Learning.' You are encouraged to bring your ideas and highlight any areas for improvement in processes.
In exchange for your expertise, experience, and enthusiasm, we will offer support in continuing your personal and career development, in addition to providing a wide range of employment-linked benefits.
We will provide you with competitive annual leave and contribute towards a company pension scheme. You will have access to a range of discounts on Allianz products, as well as vouchers and discounts for high street and online retailers. You will also benefit from our company bonus scheme, Private Medical Cover, competitive annual leave, annual Flu vaccination, annual Eye Care vouchers, discounted Travel Insurance, Roadside Assistance free after 6 months' probation, Corporate Social Responsibility, and an Interest-free season ticket loan after probation.
Successful applicants will demonstrate they share the values and behaviours we seek in our organisation.
We also provide a comprehensive Employee Assistance Programme (EAP) which is available from day one of employment. Confidential 24/7 helpline and an app to access life, money, and wellbeing resources including mental wellbeing support, debt, and legal advice.
About Allianz: Allianz Group is one of the most trusted insurance and asset management companies in the world. We care for our employees, their ambitions, dreams, and challenges, making us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, grow, and shape a better future for our customers and the world around us.
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love, or what you believe in. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability, or sexual orientation.
Join us. Let's care for tomorrow.
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