Customer Service/claims Handler

2 weeks ago

Milnerton, Western Cape, South Africa Collinson Full time

Collinson Group is a global leader in shaping and influencing customer behaviours to drive revenue and value for clients. The group offers a unique blend of industry and sector specialists who together provide

Market-leading experience in delivering products and services across four core capabilities: Loyalty,

Lifestyle Benefits, Insurance and Assistance.


The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services that increase engagement, loyalty and value for customers.


We have more than 25 years' experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,500 staff, and managing over 20 million end customers.

We have been bringing innovation to the market since inception - from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP.

Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

We have a grown up environment at The Collinson Group. You will not be micro managed, nor will you be measured against unrealistic or irrelevant KPI's.

We will instead look at your contribution to the overall team target that you and your colleagues have been asked to achieve.

This has created a more collaborative environment where our culturally diverse teams are tasked to work together towards common goals.


The role:


The purpose of the role will be to deal with Travel Claims Assessment, providing efficient friendly customer contact with accurate relaying of information and high levels of customer service.

There is an requirement to make outbound calls.


To provide verbal and written advice to customers on all aspects of claims and teleclaims handling as well as providing a high level of service to our external clients through client relationship and process efficiency.

To support colleagues on a day to day basis.

Key responsibilities:

  • Promote the best image of the Company through a professional manner, personal appearance and behaviour and adhere to company standards and procedures. Maintain the highest level of personal conduct.
  • To review claims in accordance with the policy wording and as defined by the Insurer.
  • To provide comprehensive verbal and written advice on all aspects of Policy Wording in relation to cover and claims
  • To provide speedy telephone response to all calls to Claims Department giving clear and accurate advice to claimant
  • Where a claim is admissible ensure a detailed explanation is given and to follow this in writing where requested.
  • To accurately assess all claims and respond to claimant with concise letter detailing all further Information/documentation required to proceed with claim or giving full explanation of settlement.
  • Ensure all recovery aspects of claims are monitored and amounts due are obtained where appropriate.
  • To accurately input claims payments to either clients or third party suppliers, into the claims System.
  • Ensure any potential fraud indicator is identified and acted upon.
  • Develop industry best practices for customer service
  • To achieve high levels of Customer Service delivery based on company call handling guidelines and standards.
  • To work to agreed standards of accuracy, quality and business procedures for all areas of call handling and processing
  • To adhere to all FCA compliance guidelines and standards for Treating Customers Fairly as covered in Induction Training
  • To work within the agreed inbound/outbound call handling and productivity standards in order to achieve the Contact Centre service levels.

Experience & Skills needed:

  • Previous experience in a customer focused role
  • Must be numerate and accurate
  • Excellent written and verbal skills
  • Ability to work under pressure
  • Good command of the English Language
  • Confident and helpful telephone manner
  • Good organisational skills
  • Ability to work on own initiative and as part of a team
  • Knowledge of the Magenta claims system or similar claims systems
  • Understanding of FSA regulations and the TCF concept
  • Highly motivated, polite and assertive
  • Integrity and ability to maintain confidentiality
  • Forward thinking and proactive

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