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Travel Claims Advisor

Posted 31 January by Insight Recruitment Solutions Featured Ended

My client, one of the largest Travel Insurance Company in the UK, are looking for a Travel Claims Advisor to join a fast paced established team. You will be working in their impressive corporate offices dealing with all communication with customers, clients and brokers.

The role of a Travel Claims Advisor is to be part of team handling all verbal and electronic written communication with customers, third party providers, as well as being a point of contact for the companies clients and brokers. This is not an assessor role, the contact team will handle first notification and ongoing claims communication with customers, brokers and clients. Successful applicants will be required to answer incoming phone calls, emails, taking and distributing messages, as well as providing customers with information and guidance as requested and in accordance to the terms and conditions of the policy. There will be an element of telephone claims handling using a computer-generated claims handling system.

Role Responsibilities:

  • Investigating/following up from customer queries.
  • Accurately recording claims data and progress.
  • Communicating decisions to customers.
  • Handling broker and client queries.
  • Answering customer queries via email or telephone or webchat.
  • Reporting and actioning (where appropriate) same day resolution complaints.
  • To comply with legislative requirements such as data protection and medical confidentiality.
  • To assist in project work or undertake projects for the claims team.
  • Operating the eClaims system.
  • To undertake any duties that may be required for the successful running of the office.
  • To refer to a manager when any work falls outside their area of knowledge or expertise.

Personal Qualities & Key Skills:

  • Good communication skills, both verbal and written.
  • Ability to build relationships and rapport with clients and brokers.
  • Numerate and possessing relevant PC skills - Word & - Outlook (essential), Excel (desirable).
  • Able to strike a balance between demonstrating empathy with the customer whilst making clear the policy wording/conditions.
  • An effective team worker and demonstrates the ability to take responsibility for resolving issues/problems.
  • Good attention to detail and able to work accurately to meet strict deadlines.
  • Dependability, attention to details, and ability to follow and interpret procedures in a fast paced, high volume work environment.
  • Ability to exercise judgement to shift priorities and organise multiple tasks simultaneously.
  • Effective organisational, interpersonal, and communication skills required to help resolve routine problems, answer general questions, and know when to escalate more complex issues.
  • Dependability, attention to details, and ability to follow and interpret procedures in a fast paced, high volume work environment.
  • Adaptable to change, in a continually expanding department.

Reference: 34365374

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