Claims Agent

**Claims Agent Role - Fixed Term Contract 12 months**

**With a Starting salary of £23,500 per year**

**Office Based - Norwich City Centre**

**Working 37.5hrs per week, Monday - Friday 9am - 5:30pm with 1 in 4 Saturdays or Sundays (5hr shift) and 1 late shift per week 11am - 7pm**

No previous experience? don't let that stop you from applying. Here at Coplus our focus is on hiring the right people and delivering excellent training.

**Purpose**

Working within a team you will be fully trained and become the expert, demonstrating positive behaviours aligned to our company values and performance indicators. You will be agile and motivated with a can do, role your sleeves up team player mind set. To always be ready to learn new things, expanding your knowledge and personal growth within and outside of your job role. Providing our customers with certainty and confidence.

You will be receiving customer queries, and quickly taking care of the customers journey, ensuring to select the right track to achieve good customer and business outcomes, always ensuring the calls and information are processed accurately and efficiently, while providing excellent customer service.

Excellent customer service will be measured in terms of successful completion of calls, conversion performance, case work productivity and audited quality measures.
You will ensure Claims are processed according to policy wording or contracted terms of business

**Duties and Responsibilities**
Receiving customer queries via phone, and quickly taking care of the customers journey, ensuring to select the right track to achieve good customer and business outcomes
Managing incoming phone calls in line with SLAs
Ensure that all information collected is recorded accurately and clearly
Manage cases effectively, ensuring each influence you have of any case is effective and moves the case to conclusion
Liaise with all parties involved in the claim over the telephone and in writing
Ensure that SLA's and company procedures are adhered to at all times.
Escalating potential fraudulent claims through the appropriate channels.
Escalating complaints through the appropriate channels.
Contribute to and follow at all times, the firms policy on Treating Customers Fairly.
Maintain professional competence by ensuring the department complies at all times with the Training and Competence procedures of the firm.
You must always act with integrity, due skill, care and diligence
You must be open and cooperative with the FCA, the PRA and other regulators.
You must pay due regard to the interests of customers and treat them fairly.
You must observe proper standards of market conduct.
Operate and comply with the requirements of the firms own procedures, the Financial Services and FCA regulations.

**Person Specification**
**Knowledge, Skills and Competencies**
- Essential_
Good basic English and Maths skills (at least GCSE grade C or equivalent)
Proficient in MS Office
Reliable, timekeeping
Ability to learn and competently use different IT systems
Accuracy and attention to detail
An organised approach and good time management skills
Cooperative team player
Ability to work collaboratively within a team environment
Demonstrates empowerment and deploys this positively and appropriately
Confident with verbal and written communication skills
Able to deliver good customer Service.
A responsible attitude towards the handling of information, including the ability to collect, analyse and summarise information.
Strong organisation skills with the ability to work to a high standard towards deadlines & SLAs.
Excels at operating in a fast paced environment.
The ability to effectively manage own caseload.
A responsible attitude towards the handling of information, including the ability to collect, analyse and summarise information.
Great communicator through all channels available
Demonstrate the ability to identify information required in order to make appropriate and effective decisions under pressure.
Strong organisation skills with the ability to work to a high standard towards deadlines.
- Desirable_
Ability to prioritise their own workload as well as that of others, to work on their own initiative and to identify improvements on an ongoing basis.
Ability to persuade and influence others.
Ability to problem solve and generating and build on new ideas.
Excellent coaching and mentoring skills to develop others.
Thorough understanding of FCA regulations.
Experience of developing and implementing process change; reducing contact centre costs and improving performance.
Expected Behaviours
- Demonstrate the business values at all times_:
Customer First
Always improving
Show professionalism
Shared purpose
Make a difference