Jobs 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.

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The Finance Support Team provides support to the Corporate medical assistance departments.

The team is responsible for various functions such as:

• Validations – review and authorise all medical assistance supplier invoices.
• Invoice Admin – setting up of new notifications received from the assistance, paying of invoices, dealing with internal and external queries relating to invoices/payments, handle emails related to medical assistance invoices (Medical Assistance is a service we provide through travel insurance for UK and overseas citizens. They cover medical expenses, flights, accommodation etc. All the invoices received will come to us for us to process).
• Finance Assistance Support – generating invoices for clients on case fees generated per medical assistance case, and rebilling of medical invoices to insurers/third party claim handlers.

Knowledge, skills, and experience required:

• Well organised, self-motivated with the ability to work to strict deadlines, with a keen eye for accuracy and attention to detail.
• Ability to communicate effectively.
• Results driven and self-motivated.
• Assertive and confident.
• Flexible approach and ability to effect change and solve problems.
• Able to work in a fast-paced environment.
• Strong PC skills (Excel is a must).
• Responsible for detailing and recording own activity for internal and external purposes.
• An excellent level of English.

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Position Overview:

As an Intelligence Analyst, you will be a substantive expert for the Asia-Pacific region, knowledgeable of security and political concerns in the Asia Pacific, with specialization in Northeast Asia, Southeast Asia, or the Pacific and able to speak with confidence about such concerns in the respective sub region.

You will be expected to monitor real-time events throughout the region, prioritize those situations of potential concern to clients, and draft well-written intelligence products with minimal supervision. You will be committed to providing timely, accurate, and relevant intelligence to customers in the form of brief tactical alerts, situation reports, in-depth assessments, and periodic special reports.

In addition, you will be expected to respond professionally to quick-turnaround client requests in writing and/or provide verbal briefings and may be called upon to conduct client-facing webinars. The incumbent will be a self-starter who is composed under pressure and will have demonstrated high-quality written and verbal skills in English and the ability to read in another regional language, including but not limited to: Mandarin Chinese, Japanese, Korean, Bahasa Indonesia, Thai, or Vietnamese. Fluency in French is highly desirable.

Essential Duties/Responsibilities:

• Serves as subject matter expert for countries within the Asia-Pacific region (Northeast, Southeast, South Asia, including Afghanistan and Pakistan, and the Pacific)
• Monitors sources in local languages for events, concerns, or indicators of concerns that may have personal safety or business continuity ramifications
• Drafts concise, accurate, error-free intelligence
• Interacts professionally with clients in written and verbal communications
• Performs back-up duties related to other regions
• Provides and presents intelligence findings in support of other company functions, including sales, Managed Risk Services, and marketing, as needed
• Other duties and responsibilities as assigned by manager

Experience, Functional and Technical Requirements:

• Bachelor’s degree in a related discipline (e.g. international relations, political science, regional studies, security studies, intelligence studies, economics); Master’s degree preferred
• Proficiency in Mandarin Chinese, Japanese, Korean, Thai, Bahasa Indonesia, or any other regional language. Please indicate your language abilities in your CV or resume
• Work experience in a related field (e.g. analysis, security, intelligence, risk management, journalism, etc.) preferred
• Work/study experience in Asia-Pacific preferred

Skills/Abilities:

• Excellent analytical skills
• Excellent written and spoken communications skills
• Excellent interpersonal and problem-solving skills
• Excellent time management and organizational skills
• Excellent computer skills
• GIS (geographic information systems) skills preferred

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Position Overview:

At Crisis24, a GardaWorld company, we take proactive approach to solving business challenges and our customers are at the heart of everything we do. It’s the reason we love rolling up our sleeves and getting down to work and it’s why we are successful. It takes an entire team to stand behind something big. Interested?

Essential Job Duties/Responsibilities:

• Work to the Operations Manager to coordinate activities between the Operational Support Teams
• Delivery of support to Crisis24 Management for the provision of Crisis Response, Security Risk Management and Consulting services
• Providing out of normal working hours on-call support to Crisis Response on a rotational basis
• Writing and copy-editing of regular and bespoke analytical reports and threat assessments on country threat perils, specific client sector perils etc.
• Research appropriate intelligence verified data and sources and prepare verbal and/or written briefing material ahead of client engagements and presentations.
• Working on online investigations into individuals and organisations, utilizing Crisis24’s platforms and applications as well as Open-Source Intelligence (OSINT) research
• Representing the OST at client meetings and other engagements
• Supporting the business across a wide range of activities including marketing, travel coordination and administration tasks where necessary
• Support Special Risk Response, All Hazards Response and Product Risk Response programme with administrative services and support
• Deploy, sometimes at short notice, internationally in support of Crisis and Security Consulting projects (most likely within Africa but potentially to Europe as/when/if required)

Essential Competencies/Criteria:

• International Relations/Security Studies (or similar) at a master’s level qualification (post will also accept Honors level qualification)
• 1/2+ years relevant industry specific experience
• A demonstrable understanding of regions and relevant security picture/prominent threats
• An adaptable and flexible approach to working is required – the role is likely to involve deployments for projects in Africa and/or overseas (potentially for extended periods of time)
• Previous commercial/corporate security and/or analytical experience
• Integrity, professionalism, and discretion; individuals must be able to handle information and issues of the upmost sensitivity
• A very high standard of written English
• Attention to detail, together with the ability to proofread and provide feedback from the out start of the contract
• Calm, resourceful and with the ability to make sensible decisions whilst dealing with complex and emotive problems
• A personable and engaging individual able to present to a variety of commercial audiences
• Time management skills, including the ability to keep to tight deadlines
• First rate communication skills (written and verbal)
• A team player who can operate independently when required
• Interested in geopolitical and security issues and how such issues impact various global sectors
• IT literate with a demonstrative knowledge of all Windows programmes and applications
• Clean driving license
• Eligible to work in South Africa

Preferred Competencies:

• Experience traveling for work and in high-risk locations, particularly Africa but also globally
• Language abilities HIGHLY DESIREABLE – particularly French and/or Spanish
• Maritime experience – an understanding of the global maritime security environment would be beneficial
• A knowledge of cyber threats, cyber threat actors and malware/ransomware variants would be beneficial
• Understanding of OSINT monitoring platforms and applications
• An understanding on Security and Risk Management principles based on best practice standards