Job Description
Varied Hours Available:
Night Shifts: 22:00 - 08:00
Monday to Sunday inclusive of Bank Holidays, applicants will be required to work 3-4 set days per week.
Days are flexible and will be discussed/ arranged in interview
Flexibility may be required to complete a training period for up to 35 hours per week.
Basic Purpose and Function:
To provide excellent customer service to our Clients, by ensuring that all telephone calls are answered promptly and dealt with professionally and applying a proactive approach to claims handling.
To negotiate all heads of claim within the Service Level Agreements on economic terms, adhering to excellent service standards and best practice
Key Tasks:
* Answering the telephone and signing off calls in accordance with WNS’ agreed procedures
* Recording all telephone calls on Proclaim or Client system, as appropriate
* Handling calls received at source wherever possible. If you are unable to assist callers at the time of calling you should ensure that they are called back within agreed timescales
* Corresponding with all parties concerned by use of the telephone, letter and any other means appropriate
* Ensure correct prioritisation of workload and time management schedules are adhered to
* Ensuring all call backs promised are made within agreed timescales
* Maintaining post and diary on your Client portfolio within agreed Key Performance Indicators (KPIs)
* Making all liability enquiries necessary to allow you to negotiate settlement of Customer claims on the best possible terms
* Corresponding with all parties concerned by use of the telephone, letter and any other means appropriate
* Identification and resolution of potential fraud, repudiation and voidance
* Complaint handling within agreed company procedures
* Keeping the policyholder informed both verbally and in writing of the status of the claim
* Carry out administration on files including general typing of emails and keeping a well organised and up to date portfolio of claims, which you will manage proactively and efficiently
* Collecting accurate information and documents to proceed with a claim
Qualifications
Essential
* GCSE English and Maths
* Previous experience of working within a call-centre environment, customer service and/or the field of insurance.
* A positive and self-confident approach when dealing with customers, and where appropriate, representatives of the Company’s clients.
* The ability to utilise qualities such as empathy, tact and diplomacy when interacting with customers, with the recognition that customers may be distraught and concerned following an incident
Desirable
* Commercial insurance experience
* The ability to recognise and deal with problematic claims and / or refer them to more senior members of staff for appropriate action.
* A background in customer relations or experience of conflict resolution would be beneficial.
Additional Information