Claims Handler

3 weeks ago


Leeds, United Kingdom Solera, Inc. Full time

What You’ll Do


  • Conduct a thorough evaluation and assessment of customer claims under the terms and conditions of their warranty/guarantee, supporting them through the process taking each claim to resolution.
  • Work with the wider business giving insight to newly development trends of cases as well as poor/late methods of updating records from our data providers.
  • 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.
  • Monitor the status of claims and claim types to highlight risk management and loss control issues.
  • Negotiate settlement fees with the customer according to agreed parameters.
  • Proactively manage both the GDPR and MIAFTR inboxes acting as support for both
  • Investigate and correct vehicle asset information supporting the data query teams detailing any areas of improvement and following them through to resolution.
  • 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 centre.
  • Experience of working in a claims capacity is highly advantageous.
  • Experience of CRM and telephony systems beneficial (preferably Salesforce Service Cloud and NICE CXOne).
  • Inquisitive and confident problem solver.
  • Attention to detail including application of product terms and conditions.
  • Automotive or insurance experience is valued.
  • Very strong verbal and written communications with an assertive and professional style.
  • 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.


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