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Client Support Specialist
3 months ago
Flexible Working Hours:
Evening shifts available: 17:30 - 22:30
Morning shifts available: 07:00 - 09:00
Weekend shifts: 6-12 hours on Saturdays and Sundays.
Applicants should be available for either Saturday or Sunday shifts, including bank holidays.
Working hours are adaptable and will be discussed during the interview process.
Important Note: A commitment to a 4-week training period of up to 35 hours per week is essential.
Primary Responsibilities:
The role involves delivering exceptional customer service to our clients by ensuring all incoming calls are answered promptly and handled with professionalism, while proactively managing claims.
Responsibilities include negotiating claims within established Service Level Agreements, maintaining high service standards, and adhering to best practices.
Key Responsibilities Include:
- Responding to telephone inquiries and documenting calls in accordance with WNS' established protocols.
- Recording all calls using Proclaim or the appropriate client system.
- Managing calls directly whenever possible; if unable to assist, ensuring timely follow-up within agreed timeframes.
- Communicating with all relevant parties through phone, written correspondence, and other appropriate methods.
- Prioritizing workload effectively and adhering to time management schedules.
- Ensuring all promised callbacks are completed within the agreed timeframes.
- Maintaining organized records and diaries for your client portfolio in line with Key Performance Indicators (KPIs).
- Conducting necessary inquiries to negotiate settlements for customer claims on the most favorable terms.
- Identifying and addressing potential fraud, repudiation, and voidance issues.
- Handling complaints in accordance with company procedures.
- Keeping policyholders informed about the status of their claims through verbal and written communication.
- Performing administrative tasks related to claims, including typing emails and maintaining an organized claims portfolio.
- Gathering accurate information and documentation to facilitate claim processing.
Qualifications:
Essential:
- GCSE qualifications in English and Mathematics.
- Experience in a call center environment, customer service, or insurance.
- A confident and positive demeanor when interacting with customers and representatives.
- Ability to demonstrate empathy, tact, and diplomacy, especially when dealing with distressed customers.
Desirable:
- Experience in commercial insurance.
- Capability to identify and manage complex claims or escalate them to senior staff as needed.
- A background in customer relations or conflict resolution is advantageous.
Additional Information:
This is a part-time, permanent position.
