To provide a market leading standard of customer service. Able to empathise with customers following a pet injury/illness. Maximising the profit of the business through effective call handling and working to agreed KPI's and performance targets. Working flexibly between the hours of 8am to 6pm (Monday to Saturday) to support the business needs and on occasion covering additional hours to support the 24/7 breakdown line. To successfully deal with difficult and contentious issues where applicable and to policy wordings in order to manage complaints fairly and professionally and within regulatory guidelines.
To identify fraudulent claims/claimants and to refer to the Team Leader and/or Claims Manager for advice and action. Assisting in the compilation of spreadsheets for management purposes. To be able to overcome objections, barriers and deal with constructive criticism well. To effectively explain policy limitations to policyholders, whilst providing excellent customer care. Supporting the Claims Manager, Team Leader and Pet Insurance Account Executive with ongoing scheme development. Compiling comprehensive, thorough and detailed letters to both policyholders and veterinary practices alike. Accurately assessing pet claims, identifying underwriting ambiguities and creating policy approval documents accordingly. Working alongside the Claims Manager and Team Leader by liaising with the panel of external suppliers (e.g. Veterinary Practices, Insurers and Recovery Operators) in order to ensure the continual smooth management of the whole claims process.
Good written communication and letter writing skills. The ability to empathise and successfully deal with contentious issues. Will demonstrate the utmost professionalism towards both colleagues and management at all times. A fair to good knowledge of veterinary conditions and certain medications is an advantage. Good to comprehensive business and insurance product knowledge is an advantage. Can work either independently or collaboratively. Able to prioritise workload in order of importance and to multi-task if required. Holding a driving licence is an advantage. GCSE level Maths & English. PC literate with a working knowledge of Microsoft Word and Excel.
- Insurance product knowledge
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