The Home team deal with all aspects of claims for the Home product. They deal with first notification of a claim from the customer through to final settlement. The team will validate the claim at notification stage and instruct the appropriate supplier or negotiate a cash settlement. Using effective communication skills, the Specialist provides an important point of referral for the advisors on the Home Team, whilst ensuring the provision of a consistent and thorough approach to the handling of customers’ claims. Strong inter-personal skills and tact will be essential when circumstances of potential fraud are being investigated. The Specialist is also responsible for maintaining external supplier relationships, such as loss adjusters. To be considered for this role, you don't necessarily need Insurance experience ( however it is desirable). You definitely need excellent customer centric experience, in demanding fast paced environments. You will be responsible for: Answer all incoming call enquiries in an efficient, expedient and customer focused way, ensuring that the customer receives a professional service at all times. Ascertain relevant claim details and record them accurately to ensure the quality is to a high standard. Effectively persuade the customer to settle the claim in the most efficient way. Handle complaints from customers
· Previous experience in a customer-facing role including demonstrable evidence of providing high standards of customer care are essential.
· Numeracy and literacy to GCSE level (Maths and English - Grade C or above).
· Computer skills (including the Internet).
Professional Qualifications you could undertake in the role, long term
Attained IFC Level 1 and 2 or show a willingness to study.
Attained CIP or show a willingness to study.
A typical day in this role:
Effectively persuade the customer to settle the claim in the most efficient way.
Handle complaints from customers
Handle and process home claims up to £7,500 accurately and efficiently.
Ensure the claim is valid and is covered by the policy.
Effective use of influencing and negotiation skills. Deal with customer’s complaints in a sympathetic and professional manner, moving the complaint forward to a successful conclusion. Always work within FOS guidelines and service levels.
Ensure the claim details are checked for possible fraudulent cases.
Cross reference to the policy to ensure the policyholder has the required level of cover.
Ask probing questions and be aware of fraud indicators, raising any suspected fraudulent cases to Fraud Validators as appropriate.
Sell benefits of network of suppliers to achieve the conversion rate required by the team/ business.
Effectively handle specific types of Home claims up to the agreed limit, ensuring large losses, underground services, travel and subsidence claims are re-allocated to a Specialist/Executive. Drive the claim forward to settlement at all times.
Interviews will be within 1 week, for the right applicant. Apply asap, and good luck!!
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