Insurance Claims Handler

22000.00 - 22000.00 GBP Annual + GBP22000/annum Annual Bonus
12 Jul 2017
21 Jul 2017
Contract Type
Full Time

Thirty-Five hours per week. However, due to the nature of this role hours may vary in line with the needs of the business.

Main Duties

* Communicate with customers and third parties by telephone/email/letter in a clear, concise and professional way
* Assess new claims in accordance with policy terms and conditions within specified services levels and in line with department procedures
* Identify and initiate potential recoveries from 3rd parties
* Handle customer escalations in in a flexible and customer focused manner and refer any unresolved quality issues to the Customer Support team.
* Provide objective and detailed reports as required to Customer Support
* Be aware of, and take responsibility for, real time negative customer situations, ensuring that the appropriate levels of management are aware of any high profile or contentious issues.
* Actively support the management of real time team performance to ensure that required service levels are achieved at all times
* Support with team resource allocation as required
* Provide daily coaching and support to our remote teams in addition to the internal team
* Ensure that all information relevant to the department is effectively communicated to the team
* Advise the Claims Service Delivery Manager of any additional training needs identified for team members
* Ensure that quality auditing is completed with the required frequency, in line with company requirements and in specified timeframes
* Investigate and resolve any claims data discrepancies and report such discrepancies to the Claims Service Delivery Manager

It is essential that you have a good standard of general education including an English Language and Maths GCSE or equivalent.

Further to this you must be able to demonstrate evidence of experience in the following areas:

* Excellent verbal and written communication skills
* Experience of working in a Travel Claims environment including call handling duties
* The ability to recognise and deliver excellent customer service
* The ability to communicate at all levels
* Strong coaching/mentoring skills
* PC Literate, e.g. Word, Excel, Outlook
* Numerate
It would be advantageous if you had good worldwide geographical knowledge and experience of supervising a team

It is important that you hold the following personal qualities:

* Excellent communication skills and ability to empathise when required
* Proactive, quick thinking, flexible and adaptable to changing situations
* Goal orientated
* Sound decision making ability encompassing diplomacy and patience when required.
* Mature and confident approach to work duties
* High attention to detail and quality focus
* Flexible and adaptable to changing situations
* Team player
* Ability to prioritise multiple tasks and work under strict timescales/under pressure
* Self motivated and enthusiastic
* Strong organisational and interpersonal skills.
Occasional travel will be required (training support for our 'remote working' teams)