Job purpose:
Senior Claims Coordinator position assisting Loss Adjusters and Team Leader in their day to day role, providing excellent customer service acting as the principal point of contact for both internal and external stakeholders.
Duties and responsibilities:
1. Delivering excellent customer service to our customers and Clients
2. To support the Loss Adjuster to manage the customer experience throughout the claim, and delivering a high level of customer satisfaction
3. Undertake your daily tasks within agreed SLA’s
4. Chase suppliers both internal and external to ensure a smooth and efficient claim journey.
5. Demonstrate the ability to make decisions whilst taking into account the customers circumstances and client philosophies
6. Ensure the correct procedures are adhered to when dealing and resolving all informal and formal complaints in accordance with our Company standards
7. Understand the Data Protection procedures
8. Understand company systems and procedures
9. To demonstrate flexibility depending on customer demands
10. To recognise where there are inconsistencies during the claims process and escalate to Line Manager
11. Take Escalation Calls
12. Manage Special Inbox
Skills & Experience
This position would suit someone with Excellent Communication and Organisational skills
13. Excellent organisation skills
14. Computer literacy together with and the ability to organize your own workload is essential
15. Accuracy, attention to detail and an investigative approach
16. Ability to work within agreed timescales and deadlines and be flexible alongside customer and/or client demand
17. To work actively as part of a team and contribute towards delivering team performance
18. To actively listen when interacting with customers using clear effective communication and adapt style to meet the customer needs
19. To be proactive in identifying problems and escalate to Team Leader.
20. Flexible and committed to a career
21. Ability to work in a fast paced and changing environment with the ability to embrace change positively
22. Flexibility around extended hours at busy periods