Claims Advisor

2 days ago

Remote, United Kingdom The Innovation Group (EMEA) Limited Full time

Role Overview

This position will be responsible for communicating and liaising with first and third third-party customers, insurers, and suppliers to collate incident loss details, offer our services and negotiate claim settlements on behalf of our customer. This role requires working at a fast pace in line with guidelines to provide resolutions whilst, ensuring required standards and agreements are adhered to. The successful candidate will have a level of autonomy, whilst seeking guidance from their senior colleagues and line manager where appropriate within the escalation route.

Key Responsibilities

Liaise with internal and external customers/stakeholders;

Manage inbound and outbound first notifications of loss, collating detailed and accurate information to aid the ongoing downstream management of the insured claim;

Manage various elements of allocated claims from start to finish, including the offering of our services;

Resolve disputes on liability and quantum, quantify accurately;

Answer stakeholder queries and questions, providing excellent customer service;

Answer inbound and outbound telephone enquiries;

Maintain accurate and timely completion of case file notes;

Ensure the claims management system is current and accurate;

Follow the correct escalation route where required;

Ensure that all client and customer's expectations are met and exceeded;

Adhere to service levels and standards in line with our current philosophies;

Monitor KPIs and articulate when not on track;

Comply with all regulatory requirements and company policies.

Skills & Experience:

Knowledge of customer service handling with the ability to manage a broad range of circumstances;

Experience in customer service, previous call centre or sales experience would be advantageous;

Knowledge and understanding of the insurance market would be desirable;

Ability to meet agreed SLAs, KPIs and objectives;

Proactive in self-development and seeks feedback to improve performance;

Ability to challenge customers professionally when required;

Excellent communication skills;

Self-motivated, ability to understand the customer's needs and perspective, empathetically and professionally;

Competent in the use of Microsoft Office (Word, Excel, Outlook, PowerPoint);

Collaborative and results orientated;

Ability to work on own or as part of a team;

Flexibility to work overtime when required;

Ability to work 37.5 hours per week, including evening (until 8:00 pm) and weekend shifts (1 in 4) on a rota basis.

Job Types: Full-time, Permanent

Pay: Up to £23,829.00 per year

Benefits:

  • Additional leave
  • Casual dress
  • Company pension
  • Health & wellbeing programme
  • Life insurance
  • Private dental insurance
  • Referral programme
  • Work from home

Experience:

  • motor claims complaints: 2 years (required)
  • Customer service: 2 years (required)

Work authorisation:

  • United Kingdom (required)

Work Location: Remote

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