Yorkshire: West Yorkshire.
£22,000 - £23,000
The role will involve guiding customers through the claims registration process, validate policy cover is in operationand establish whether it should respond to the incident reported. Guiding customers through each step of the process ensuring they understand what is to happen and by when and manage expectations. Overall responsibility for the management of a case load of claims. Ensuring the highest level of customer service whilst exercising exemplary cost control. To effect a speedy, efficient triage or settlement that reflects the most advantageous terms to the company whilst ensuring the customer is treated fairly e.g. instructing loss adjusters, suppliers and/or contractors subject to policy cover. Keeping the customer regularly informed as to the progress of their claim and guiding them through each step of the process ensuring they understand what is to happen and by when.
Will be the first point of contact for customers who have experienced domestic accidents, losses and possibly trauma through incidents such as escape of water, storm damage, theft etc. Establishing operation of the policy and coverage by collation of information to enable the claims process to proceed and capture all of the information in to the company's Insurance's database. Will give a clear explanation to the customer of the claims process and inform them what is to happen next and by when. To provide support and advice to customers specifically relating to their claim and act in calm, methodical and professional manner. Proactively manage the claim, suppliers and customers by using an effective diary system to ensure claims are settled promptly and in accordance with policy cover.
Control the cost of the claim to ensure the benefits of the policy are delivered to the customer without unnecessary expenditure. Provide all necessary information to suppliers engaged in the claim process to enable effectivefulfilment/settlement with the customer (right first time). Deliver empathetic customer service and be technically competent in general insurance principles to ensure compliance with policy coverage, service standards and companyprocesses and protocols. Give a clear explanation to the customer of the claims process and inform them what is tohappen next and by when. Input cheque payment requests; maintain accurate systems records, keep desk and working area in an organised fashion. Provides effective written and verbal communication to handle claims or policy queries.
Will hold a minimum of 4 GCSE's or equivalent, including Maths and English. Must have previous experience within a property claims environment. Able to work as part of a team with an excellent telephone manner. Strong communication skills both written and oral. Stress tolerance, attention to detail, logical reasoning, accurate keyboard skills and will be IT literate.
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