To be committed to provide customers with a world-class claims service by ensuring that their claims are assessed quickly, and if valid are settled in the shortest possible time.
You will be the first point of contact for our policyholder who has suffered a loss following an incident involving their car. You must be able to obtain the relevant details from them and record this information giving the customer excellent advice and assistance, whilst also assessing liability from the circumstances of the incident. You will then manage the AD part of the claim to its conclusion.
To ensure you adhere to the FCA Treating Customers Fairly 6 Consumer Outcomes.
Capability, Knowledge and Experience:
Ideally minimum 6 months’ experience working in the FNOL team for an insurer or motor claims handler; or
Minimum 12 months working in the motor insurance industry; or
Minimum 18 months in a call centre, or customer service environment
Good spoken and written communication skills
Accuracy and attention to detail
Positive and self-confident approach when dealing with customers
Ability to utilise qualities such as empathy, tact, assertiveness and diplomacy when talking to our customers understanding that they could be distraught and concerned following an incident