Out of Hours Claims Handler

2 weeks ago


Egham, United Kingdom 4th Dimension Innovation Ltd Full time

As an Out of Hours Claims Handler, your primary responsibility is to efficiently and effectively handle all incoming calls within SLA on behalf of insurers and brokers. You will be responsible for managing First &/or Third Party claims in line with agreed Targets & Objectives, ensuring performance, quality, productivity, and overall effectiveness in your role.

Key Duties & Responsibilities:

- Handle calls efficiently within your Authority Level, following relevant Claims Handling Procedures & Working Practices to meet KPIs.
- Consider business processes and provide customers with alternatives to direct claims.
- Adhere to agreed personal authority limits, seeking authorization from line manager as needed.
- Ensure compliance with regulatory requirements, including "treating customers fairly" principles, DPA, and FSA.
- Undertake training for continuous development and support ongoing learning.
- FNOL (First Notification of Loss):

- Monitor availability to assist customers.
- Capture comprehensive data in Proclaim.
- Manage FNOL calls with empathy and probing techniques.
- Perform Right First Time Triage to pass claims to relevant teams.
- Identify fraud indicators and make appropriate referrals.
- Other Responsibilities:

- Advise line manager of areas requiring additional training.
- Participate in individual appraisals, team meetings, and one-to-one sessions.
- Exhibit behaviors aligned with the 4th Dimension Behavioral Framework.
- Represent the company's values and culture.
- Attend team meetings and fulfill any additional duties assigned.

Knowledge and Experience:

- Previous Customer Service or Claims Experience desirable.
- Understanding of products, services, philosophies, systems, and organization.
- Knowledge of hierarchy and escalation protocols.
- Excellent interpersonal skills with the ability to communicate effectively.
- Ability to simplify complex issues.

Hours of Work: 06:00 - 08:00 and 20:00 - 23:30 Saturdays and Sundays included.

If you possess excellent communication skills, a customer-focused mindset, and a desire to contribute to a dynamic team, we encourage you to apply.


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