SUMMARY:
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POSITION INFO:
The purpose of the role will be to deal with inbound claims calls, claims assessment, incoming e-mails, and conversational claims, providing efficient friendly customer contact with accurate relaying of information and high levels of customer service in Spanish and English. There will also be a requirement to make outbound calls. Alongside the claims aspect, the role will be for customer support and advice for policy cover and adjustment on the easyJet product. 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. To support colleagues on a day-to-day basis. · Represent the company professionally through appearance, behavior, and adherence to company policies. · Assess and process claims in accordance with policy wording, insurer guidelines, and industry best practices by reviewing documents and telephonically . · Provide accurate and comprehensive verbal and written advice on policy coverage, claims decisions, and required documentation. · Ensure prompt and professional responses to all customer inquiries, including calls and emails, within agreed timeframes (24 hours for emails, excluding weekends). · Manage inbound Travel Insurance sales calls, mid-term adjustments, and customer service queries, ensuring high service levels and conversion rates. · Identify and escalate potential fraud cases, ensuring compliance with fraud prevention measures. · Monitor and recover outstanding claim amounts where applicable. · Identify and manage customer complaints, escalating where necessary and ensuring resolution aligns with business and regulatory standards. · Recognize and support vulnerable customers, ensuring they receive the appropriate level of assistance and service. · Ensure productivity targets for claims handling, call management, and email processing are met while maintaining quality standards. · Process accurate and timely claim payments to customers and third-party suppliers. · Adhere to all FCA regulatory requirements, including Treating Customers Fairly (TCF) principles. Collaborate with internal teams to optimize workflows and improve customer experience · Education: Matric (or equivalent qualification). · Experience: Minimum of 1 year in insurance claims, with knowledge of key travel insurance products. · Technical Skills: Experience in claim validation with attention to detail. · Communication: Strong written and verbal communication skills in English, with a confident and professional telephone manner. · Numeracy: Ability to analyze statistical data and ensure accuracy in claims processing. · Regulatory Knowledge: Understanding of FCA regulations and the Treating Customers Fairly (TCF) framework. · Systems Knowledge: Experience with Gotrex claims system or similar platforms. Key skills, experience and knowledge: Education: Matric (or equivalent qualification). Experience: Minimum of 1 year in insurance claims, with knowledge of key travel insurance products. Technical Skills: Experience in claim validation with attention to detail. Communication: Strong written and verbal communication skills in English and Spanish, with a confident and professional telephone manner. Numeracy: Ability to analyze statistical data and ensure accuracy in claims processing. Regulatory Knowledge: Understanding of FCA regulations and the Treating Customers Fairly (TCF) framework. Systems Knowledge: Experience with Gotrex claims system or similar platforms. Personal Attributes: Highly motivated, proactive, and forward-thinking. Strong organizational and problem-solving skills. Ability to work independently and as part of a team. Integrity, confidentiality, and professionalism. Friendly, polite, and assertive approach to customer interactions.
