Summary:

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.

Reporting to:

First Response Team Leader

Key Responsibilities:

To ensure all incoming calls to First Response are answered promptly and using the company policies and procedures.
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 or direct claims as identified and trained.
To work on a rota basis within the operating hours Monday to Friday.

Ad hoc or additional:

The role may require you work additional hours from time to time.
Other duties relating to the First Response Team or Claims Department may be required.

Experience:

Experience in the insurance industry Experience of claims desirable.

Professional Qualifications:

Insurance related qualifications desirable.

Skills/Personal Qualities:

Excellent, proven customer service and telephone skills essential.
Keyboard skills and computer literacy essential.
Excellent communication and confidence on the telephone essential.
Ability to work under pressure and handle high call volumes.
Ability to work as directed and to apply initiative when needed.
Ability to organise and priorities workload.
Ability to demonstrate empathy to the callers, whilst still achieving the objectives of the call.
Ability to multi-task. C
ommon 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.