Fraud/claims Investigator
2 weeks ago
**Job Description**:
**Fraud/Claims Investigator**
**Fully Remote Working**
**£27,000 plus benefits**
**Type of company-Insurance**
Excellent opportunity for an experienced Fraud/claims Investigator Specialist to join this Leading Global Insurance company who specialise in Mobile phone Insurance for some of the biggest brands
**The purpose of this role is to**:
Provide excellent customer service, mitigating the impact that poor customer service has on customers and the business as a superior communicator, verbally and especially in writing.
**Main responsibilities**:
To resolve customer complaints at the first point of contact received from the customer by completing prompt, high quality investigations (in accordance with company's internal standards) to ensure that an appropriate decision is reached and that, where required, appropriate redress or remedial action is offered and where accepted, this is arranged in a timely manner.
Reports into UK-Complaints Coach under the UK Customer Solutions Operations banner.
Actively manage customer complaints for UK Programs
- Improve the overall customer relationship, making customers aware of the organisation's complaints procedures- Acknowledge and resolve complaints systematically and fairly and within set time limits as defined by Financial Conduct Authority both via telephone and letter- Investigate the root cause of any complaints, gathering information from relevant teams or stakeholders- Provide feedback to the business or a team member where appropriate for continuous improvement opportunities- Ensure compliance with legal requirements, industry regulations, organisational policies, and professional codes- Respond to Client Escalation and High Priority Complaints in a sensitive and timely manner- Review and assess complaints referred from Financial Ombudsman Service or any other Alternative Dispute Resolution**Key Requirements**:
- Demonstrates strong cultural fit against the companies values and beliefs as well as Partner brands.- Insurance/Claims /Investigation experience required- Projects a professional image of self and the organization.- A positive attitude towards work- Forward thinking and channels energy to improve performance- Respects the health, safety and hygiene standards required working in close proximity to colleagues.- Enjoys diversity, is flexible and open-minded when dealing with a wide range of colleagues and- Always pays due regard to the interests of customers, taking appropriate action and escalating where necessary.- Demonstrates an advanced understanding of CX6/TCF and has already delivered positive CX6/TCF outcomes and Vulnerable Customers.- Demonstrates ability to protect customer's personal data, including payment card information, and acts accordingly.- Behaves entirely objectively in the execution of responsibilities, treating all customers without discrimination.- Remains polite, professional and respectful when communicating with customers and has superior ability for situations in which a customer is angry, upset or uncooperative.- Extends the required respect for the customer beyond the actual customer contact, remaining professional and discrete within and without of the work environment.**You must have excellent written and grammar skills
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