Claims Data Technician

4 weeks ago

Leeds, United Kingdom Solera, Inc. Full time

What You’ll Do · Trouble shoot and resolve advanced issues for customers relating to Solera software providing advice and expert knowledge by phone, email, chat and web channels
· Work closely with Product Development and Global IT to diagnose problems and deliver solutions to our customers often liaising with senior technical experts
· Deliver professional and efficient customer service while performing to agreed Service Level Agreement (SLA) and Key Performance Indicator (KPI) targets
· Communicate clearly and effectively both internally and externally
· Accurately record all customer contact and outcomes within designated software
· Escalate calls or cases in a timely and appropriate manner in line with SLA’s in place, documenting enhancements to drive continuous improvements
· At all times adhere to the working processes and procedures for the department and of Solera
· Contribute to and maintain knowledge base articles and documents
· Take responsibility for all duties relating to compliance procedures, especially data security

What You’ll Bring
· At least 2-4 years’ experience and a track record of delivering high quality customer service in a customer focused environment, preferably a contact center
· Experience of working in a technical or software support capacity essential
· Experience of CRM and telephony systems beneficial (preferably Salesforce Service Cloud and NICE CXOne)
· IT qualifications/degree educated essential
· Automotive or insurance experience is valued
· Analytical and naturally inquisitive with good questioning skills and good attention to detail
· Able to communicate well and build rapport with people at various levels of a business
· A desire to go the extra mile for customers and take personal responsibility for resolving issues
· High learning agility and ability to apply knowledge learned

Soft skills:
· Empathy Phone etiquette
· Calm Methodical
· Used to busy environment. Resilient.
· Communication skills
· Ambition
· Ability to understand technical product and T&C – six months of training needed Must have:

Technical aspects:
1. Deal with and investigate customer claims – offer monetary contribution based on what they have with us
2. Legal knowledge – T&C – make sure customer understand these
3. Customer centricity
4. Industry knowledge
5. Diligent and keen eye for detail

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