Department:

Claims

Reporting To:

First Response Manager

Key Purpose:

To provide a first response customer service relating to reporting and enquiries of new claims.
Ensuring that the maximum level of assistance is provided to each and every caller, to their satisfaction.
To be responsible for new claims including obtaining the key details needed, input and administration of the information.

Areas of Responsibility:

To ensure all incoming calls to this department are answered promptly and in the way trained by ***.
To be responsible for the handling and reporting of all new claims. Inputting of the details and checking and verifying information.
To follow up on any outstanding details needed in order to process the claim.
To offer advise/help to the caller and agreeing the first action needed at the reporting stage, as Trained.  To handle non complex claims from reporting to completion as identified and trained.
To work on a Rota basis between the hours of 8am-6pm Monday to Friday, to ensure the response team is fully function able during these hours.

Additional Responsibility:

The role may require you to work additional hours from time to time. Other duties relating to the first response team or claims department may be required.

Attributes Required:

Ability to work under pressure and handle high call volumes
Ability to work as directed and to apply initiative when needed.
Ability to organize and priorities workload
Ability to demonstrate empathy to the callers, whilst still achieving the objectives of the call.
Ability to multi-task
Common sense and ability to problem solve on an ad-hoc basis.
Ability to be adaptable, to any new methods that will ensure the efficient running of the department.

Qualifications, Skills and Experience Required:

Excellent, proven customer service and telephone skills essential
Keyboard skills and computer literacy essential
Minimum 2 years experience in the insurance industry
Excellent communication and confidence on the telephone essential
Experience of claims desirable
Insurance related qualifications desirable.