Claims Handler- Portuguese speaking
1 week ago
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Role purpose:
- The purpose of the role will be to deal with inbound claims calls, claims assessment, incoming e-mails, and conversational claims, providing efficient friendly customer contact with accurate relaying of information and high levels of customer service. There will also be a requirement to make outbound calls. Alongside the claims aspect, the role will be for customer support and advice for policy cover and adjustment on the easyJet product.
- To provide verbal and written advice to customers on all aspects of claims 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:
- Process claims based on policy details, insurer guidelines, and industry best practices.
- Provide clear, accurate advice on policy coverage, claim decisions, and required documentation.
- Respond to customer inquiries (calls and emails) promptly, within 24 hours for emails.
- Handle inbound sales, adjustments, and service queries with a focus on service quality and conversion.
- Detect and escalate potential fraud cases, ensuring compliance with prevention measures.
- Manage claim recoveries and customer complaints, ensuring timely resolutions.
- Assist vulnerable customers with appropriate support and service.
- Meet productivity targets while maintaining quality in claims, calls, and email management.
- Ensure timely, accurate claim payments to customers and third parties.
- Adhere to FCA regulations, including Treating Customers Fairly (TCF) principles.
- Collaborate with teams to enhance workflows and customer experience.
Experience & Skills:
- Education: Matric or equivalent.
- Fluent in English & Portuguese
- Experience: 1+ year in insurance claims with knowledge of travel insurance products.
- Skills: Detail-oriented claim validation, strong communication skills (verbal and written), and numeracy for data accuracy.
- Regulatory Knowledge: Understanding of FCA regulations and TCF principles.
- Systems: Experience with Gotrex claims system is ideal or similar.
- Personal Traits: Motivated, proactive, organized, and professional with strong customer service and problem-solving skills.
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