Claims Handler- Portuguese speaking

3 days ago

Cape Town, Western Cape, South Africa Collinson Full time

Job title: Claims Handler - Portuguese speaking

Job Location: Western Cape, Cape Town

Deadline: April 10, 2025

Job 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.

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.
  • 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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