Automotive Warranty Claims Specialist

2 weeks ago

London, Greater London, United Kingdom Allianz Full time
Job Role:

Working on behalf of multiple automotive manufacturers, you will be responsible for handling Warranty and Serviceplan claims via our online claims portal. Your role will involve direct communication with our client's retailer network, supporting the warranty claims process from start to finish. You will have overall responsibility to approve or decline a claim based on information received, technical expertise, and warranty policy terms. You will respond to inbound and outbound calls from retailers, customers, and internal teams to provide technical support and expertise. You will provide a professional approach in assessing claims in-line with treating customers fairly principles and company procedures. Your goal will be to deliver excellent customer experiences in-line with business partners' contractual agreements. You will work collaboratively with others to achieve the Allianz Partners Vision and Mission.

Key Responsibilities:
  1. Ensure warranty claims are valid and meet criteria in-line with the Approved Used Warranty programme terms and conditions.
  2. Using exceptional customer service skills, you will proactively manage each claim to ensure customers are dealt with in a timely and cost-effective manner.
  3. Monitor claims to ensure services are delivered at the agreed time and customers are kept fully updated.
  4. Handle all incoming calls in a polite, efficient, and proactive manner.
  5. Ensure retailers adhere to agreed claims procedures and self-authority claim limits.
  6. Identify and initiate potential recoveries from third parties.
  7. Apply product and technical knowledge and maintain knowledge of automotive brands represented.
  8. Share product or technical developments and issues with colleagues.
  9. Handle regulated complaints within FCA complaint guidelines.
  10. Manage co-conclusion, including resolution, where possible and within authority limits.
  11. Provide objective reports of events when required and highlight cases to your manager when necessary.
About You:

You will have a thorough understanding of motor vehicle technology. You will have technical qualifications equivalent to City and Guilds Motor Vehicle Technician. You will have thorough knowledge of motor vehicle warranty and sound technical knowledge. You will be computer literate with practical working knowledge of MS packages. You will have excellent communication skills, both verbally and written. You will have confident interpersonal skills with the ability to communicate with retailers, clients, and customers. Previous experience in a warranty department would be an advantage. You will be educated to GCSE standard or equivalent, including English and Maths.

Benefits:

You will receive excellent training for this role as we are dedicated to Achieving Excellence Through Learning. You are encouraged to bring your ideas and highlight areas for improvement in processes. We offer support in continuing your personal and career development and provide a range of employment-linked benefits. We provide competitive annual leave and contribute towards a company pension scheme. You will have access to a range of discounts on Allianz products, vouchers, and discounts for high street and online retailers. You will benefit from our company bonus scheme, Private Medical Cover, competitive annual leave, annual Flu vaccination, annual Eye Care vouchers, discounted Travel Insurance, Roadside Assistance, Corporate Social Responsibility, and an Interest free season ticket loan. A comprehensive Employee Assistance Programme is also available from day one of employment.

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