Claims Support Representative

2 weeks ago

Leeds, United Kingdom Solera 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.
- 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.

**Responsibilities**
- Reproduce customer environment and run tests
- Manage and address electronic tickets efficiently
- Liaise between sales team, customer success team, and customers to properly address customer problems
- Troubleshoot and configure software and hardware

**Qualifications**
- **2+ years' of technical support experience**:

- Customer service oriented
- +3 years of claims experience
- Strong written and verbal and troubleshooting skills

Schedule:

- Monday to Friday

Application question(s):

- Are you a resident or citizen of the UK?
- What is your desired salary expectation?
- Do you need a visa to work in the UK?

Work authorisation:

- United Kingdom (required)

Work Location: In person

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