Job DescriptionVaried Hours Available:Weekday evenings: 17:30 - 22:30Saturday: 08:00 - 22:00 - Between 6-12 Hour shifts available.Sunday - 08:00 - 22:00 - Between 6-12 Hour shifts available.Applicants must be able to commit either a Saturday or Sunday plus bank holidaysTimes are flexible and will be discussed/ arranged in interviewFlexibility may be required to complete a training period for up to 35 hours per week.Basic Purpose and Function:To provide excellent customer service to our Clients, by ensuring that all telephone calls are answered promptly and dealt with professionally and applying a proactive approach to claims handling.To negotiate all heads of claim within the Service Level Agreements on economic terms, adhering to excellent service standards and best practiceKey Tasks:Answering the telephone and signing off calls in accordance with WNS' agreed proceduresRecording all telephone calls on Proclaim or Client system, as appropriateHandling calls received at source wherever possible.
If you are unable to assist callers at the time of calling you should ensure that they are called back within agreed timescalesCorresponding with all parties concerned by use of the telephone, letter and any other means appropriateEnsure correct prioritisation of workload and time management schedules are adhered toEnsuring all call backs promised are made within agreed timescalesMaintaining post and diary on your Client portfolio within agreed Key Performance Indicators (KPIs)Making all liability enquiries necessary to allow you to negotiate settlement of Customer claims on the best possible termsCorresponding with all parties concerned by use of the telephone, letter and any other means appropriateIdentification and resolution of potential fraud, repudiation and voidanceComplaint handling within agreed company proceduresKeeping the policyholder informed both verbally and in writing of the status of the claimCarry out administration on files including general typing of emails and keeping a well organised and up to date portfolio of claims, which you will manage proactively and efficientlyCollecting accurate information and documents to proceed with a claimQualificationsEssentialGCSE English and MathsPrevious experience of working within a call-centre environment, customer service and/or the field of insurance.A positive and self-confident approach when dealing with customers, and where appropriate, representatives of the Company's clients.The ability to utilise qualities such as empathy, tact and diplomacy when interacting with customers, with the recognition that customers may be distraught and concerned following an incidentDesirableCommercial insurance experienceThe ability to recognise and deal with problematic claims and / or refer them to more senior members of staff for appropriate action.A background in customer relations or experience of conflict resolution would be beneficial.Additional Information