FRU Team Coordinator
1 day ago
Job Overview:
We are seeking a highly organized and detail-oriented FRU Team Coordinator to join our ERGO Group AG team. As a key member of the First Response Unit, you will be responsible for processing new and existing claims in line with team guidelines, providing training and mentoring to junior members.
The successful candidate will have excellent communication skills, with the ability to deal with claims enquiries and customer contact, operating within FCA and TCF Principles.
- Deal with initial Claim & Dispute Resolution Service enquiries via telephone, Claims Portal, email, and written correspondence, ensuring they are logged on the Claims DRACS system within a set SLA.
- Triage new claims forms received and liaise with customers until the full background is obtained for review by a claims handler, identifying which route a claim should take.
- Ensure GDPR processes are adhered to including cyber fraud for claims payments.
- Identify complaints, both written and verbal, following the appropriate Complaints Handling Process.
- Manage the Claims & Dispute Resolution Service inbox, setting tasks for handlers.
- Assist with all other duties of the First Response Unit.
- Field customer telephone calls where required for the claims team and complete claim tasks when necessary.
- Mentor junior members in line with claims and FRU processes.
- Flexible and adaptable to change.
- Good IT skills, including Windows Office Suite, and knowledge of databases.
Salary: £32,000 - £40,000 per annum, depending on experience.
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