Fraud Claims Adviser

2 weeks ago

Durban, South Africa Huntswood Full time

**Job Overview**:
Working in our fraud division you’ll be a key point of contact for customers with insurance and / or fraud-related queries. As a business which strives to provide fair and timely resolution for our customers, we want to ensure that their concerns are appropriately handled every time.

Your main objective when you engage with our customers will be to understand, address and resolve whilst adhering to treating customers fairly, and upholding principles and FCA guidelines.

You’ll enjoy working in a fast-paced, vibrant, and rewarding role alongside a brilliant and hard-working team.

**Responsibilities**:
You will always make sure, that the customer’s interest comes first, whilst providing exceptional customer service. You’ll have experience in both outbound and inbound calls, as well as experience of running cases from start to finish. It is important to engage and communicate effectively, ensuring their complaint is resolved in a timely manner. You will be required to investigate cases of potential misinterpretation, fraudulent activity on policies, were there is a possibility/possible quote manipulation has been suspected and confirm if policies are correct, Update details and make adjustments or cancellations.

**Job Requirements**:

- Matric/NQF 4
- Strong Microsoft Office experience with Word, Excel and Power - Point.
- High level Customer Service Skills
- Previous experience within the contact centre/insurance industry beneficial

**Experience Required**:

- Previous experience in a complaint handling role, ideally with experience in early resolutions
- Extensive experience in handling fraudulent claims will be advantageous
- Previous complaint handling experience within an FCA regulated business is ideal.
- Experience taking both outbound and inbound calls.
- Experience of closing cases.
- Full complaint handling cycle experience is essential.
- Passionate about providing the best resolution for the customer

**Preferred Requirements**:

- Experience/exposure to UK customers

**Skills Required**:

- Good communication skills - articulation and comprehension
- Computer literacy (ability to navigate different systems)
- Confidence in decision-making, under pressure.
- Ability to work autonomously and under pressure.
- A passion to deliver a first-class customer service.
- Enthusiasm for working in a fast-paced environment
- Excellent rapport building skills.
- Great team spirit and ethos.
- Active Listening
- Multi Tasking
- Attention to detail

**Core Behaviour**

Huntswood’s employees are described as dependable, driven and collaborative.
The job holder should be able to demonstrate they are:

- Confidential, reliable and genuine
- Dynamic, passionate and determined
- Friendly, compassionate and cooperative

"It's not just about what we do, but the way we do it. And it's our values that make us special."

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