Workflow Advisor

**Key Responsibilities and Accountabilities **_(may perform other duties as requested not specifically addressed in this document)_
- Allocation of Javelin cases to be worked
- Handling ad-hoc requests for additional items to be mailed back to customers or forwarded on to other Train Operating Companies.
- Reviewing any potential fraudulent customers
- Monitor Javelin and identify trends or claims that appear outside of ordinary process/rules.
- Report on your findings, providing accurate and detailed evidence to support your suspicions, adding adequate notes into the CRM for audit purposes.
- If further action is required, Stage 1/Stage 2 letters are to be drafted by the Workflow Advisor. Seek approval from HQ
- Check the quality and formatting of any letters prior to printing, report back issues for correction
- Re-raise any letters where required.
- Check Ad-Hoc Voucher list against the SET letters and report any discrepancies.
- Review and collate all Fulfilment notes related to the WFA role (OTOCs, documents that need to be retrieved and added, M&S requests etc.)
- Answer Postal Queries, DR queries, Client requests to re-investigate and process claims within a timely manor
- Batch any record Gone Away Keys.
- Update the PRACS Spreadsheet & Post forms daily. Confirm to all
- Follow up previous days PRACS to ensure delivery. Confirm to all
- Investigate (and flag if appropriate) the following reports;
Serial Claimer Watch list (Once a week)

Serial Claimer Stage 1 (Once a month)

Serial Claimer Reduced (Once a quarter)
- Review CRM Customers and Accounts to ensure no duplicates, merging accounts if required.
- Full support of claims processing / admin roles when required
- Investigate passengers accounts appearing on high value DR claimers report, feedback as necessary to HQ
- Run a report on all PAX’s who share PayPal or Banks account details. If surname or address not shared contact PAX for further information, after liaising with HQ
- Action any requests which come directly from the Client.
- Process EFC (All stages)
- KICC logs transferred from SFTP
- Investigate and send updates on oldest open cases across pots. Support progression where needed

**Salary**: £10.90 per hour

**Benefits**:

- Casual dress
- Company events
- Company pension
- Employee discount
- Health & wellbeing programme
- On-site parking
- Referral programme
- Store discount

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends

Ability to commute/relocate:

- Swadlincote: reliably commute or plan to relocate before starting work (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

Application deadline: 16/08/2023
Reference ID: WFA Measham 2023