Corporate Claims Handler at Crisis24

Summary of the Role 

• The main purpose of the role will be to deal with Corporate Travel Claims, providing efficient friendly customer contact with accurate relaying of information and high levels of customer service. You will make / receive customer calls.
• To provide verbal and written advice to customers on all aspects of claims handling as well as providing a high level of service to our external clients through client relationship and process efficiency.
• Converse and interact with third party providers and insurers.
• Teamwork is key: supporting colleagues on a day-to-day basis.

Key Responsibilities

• Promote the best image of the Company through a professional manner, personal appearance, behavior and adhere to company standards and procedures. Maintain the highest level of personal conduct.
• To provide comprehensive verbal and written advice on all aspects of policy wording in relation to cover and claims.
• To provide a high level of telephone response to all calls, by giving clear and accurate advice to customers.
• To accurately assess all claims and respond to claimant with concise communication detailing all further Information / documentation required to proceed with claim or giving full explanation of settlement.
• Ensure all recovery aspects of claims are identified and acted upon.
• To accurately input claims payments to either clients or third-party suppliers, into the claims system.
• Ensure any potential fraud indicator is identified and acted upon.
• To achieve high levels of Customer Service delivery based on company call handling guidelines and standards.
• To work to agreed standards of accuracy, quality, and business procedures for all areas of call handling and processing.
• To comply with all financial conduct compliance guidelines and standards for Treating Customers Fairly, as covered in Induction Training.
• To work within the agreed inbound / outbound call handling and productivity standards in order to achieve the agreed service levels.

Performance Measures

• Ensure all communications are accurately processed within agreed service levels and guidelines.
• Ensure accurate (QA) processing of all claims.
• Represent the department to a high standard of service, both internally and externally.
• Maintain a good knowledge of policy wording(s), underwriters’ approach and their application / interpretation.
• Ensure department standards are met for both QA & productivity equally.
• Able to demonstrate delivery through people by maintaining a good team spirit and working atmosphere.

Person specification: Key skills, experience & knowledge

• Experience as a Travel Claims Handler is essential.
• Good standard of education and ability to demonstrate the sufficient level of intellectual ability required for the job.
• Good command of the English Language.
• Must be numerate and accurate.
• Excellent written and verbal skills.
• Ability to work under pressure – Achieve department targets.
• Confident and helpful telephone manner.
• Good organizational skills.
• Ability to work on own initiative and as part of a team.
• Knowledge of claims management systems.
• Understanding of local financial services regulations and the concept of treating customers fairly.
• Highly motivated, polite, friendly, and assertive.
• Integrity and ability to maintain confidentiality.
• Forward thinking and pro-active.
• Team player.