Claims/customer Service

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.

We have been bringing innovation to the market since inception - from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.

**Role purpose**:
The purpose of the role will be to deal with customer service & claims calls and claims assessment, providing efficient friendly customer contact with accurate relaying of information and high levels of customer service. There may also be a requirement to make outbound calls.

To provide verbal and written advice to customers on all aspects of claims handling as well as providing a high level of service to our external clients through client relationship and process efficiency.

To support colleagues on a day to day basis.

**Key responsibilities**:

- Promote the best image of the Company through a professional manner, personal appearance and behaviour and adhere to company standards and procedures.
- To review claims in accordance with the policy wording and as defined by the Insurer.
- To provide comprehensive verbal and written advice on all aspects of Policy Wording in relation to cover and claims.
- To review claims in accordance with the policy wording and as defined by the Insurer
- To provide speedy telephone response to all calls to Claims Department giving clear and Accurate advice to claimants.
- Where a claim is admissible ensure a detailed explanation is given and to follow this in writing where requested.
- To accurately assess all claims and respond to the claimant with a concise letter detailing all further Information/documentation required to proceed with the claim or giving a full explanation of settlement.
- Ensure all recovery aspects of claims are monitored and amounts due are obtained where appropriate.
- To accurately input claims payments to either clients or third-party suppliers, into the claims system
- Ensure any potential fraud indicator is identified and acted upon.
- Develop industry best practices for customer service
- To achieve high levels of Customer Service delivery based on company call handling guidelines and standards.
- To work to agreed standards of accuracy, quality and business procedures for all areas of call handling and processing
- To adhere to all FCA compliance guidelines and standards for Treating Customers Fairly as covered in Induction Training
- To work within the agreed inbound/outbound call handling and productivity standards in order to achieve the Contact Centre service levels

**Key skills & experience needed**:

- Previous customer service or claims handling experience
- Speak fluent Spanish and good Portuguese is preferable
- Numeracy - able to analyse statistical information
- Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success. _
- We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value