Job Purpose:    

First line of support for all existing telephone claims enquiries, responding to all queries in a polite and professional manner whilst adhering to TCF and DPA principles

 

Answer calls from customers that have existing motor claims with us and resolve their queries efficiently based on your knowledge and the details held on the system

Refer complex claims queries to the appropriate Claims Negotiator and have the ability to prioritise these calls

Be aware of potential fraudulent claims and pass on the necessary details when required

Be aware of potential referral opportunities and pass on the necessary details when required

Achieve service level agreements (SLA’s) for telephony and administration tasks

Liaise with Suppliers and Third Parties/Third Party Representatives when required

Maintain diary within SLA and KPI’S 

 

Sound motor claims experience

Solid experience of working on the telephone

Excellent communication skills, both verbal and written

Negotiation and influencing skills

Strong customer service skills

Good numeracy and literacy skills

Computer literate

Self motivated and enthusiastic

Sound knowledge of FSA requirements (including TCF) and the regulatory framework relating to claims