Claims Resolution Specialist

2 months ago


Cape Town, Western Cape, South Africa Collinson Full time
Job Summary

We are seeking a highly skilled Claims Resolution Specialist to join our team at Collinson. As a Claims Resolution Specialist, you will be responsible for handling inbound claims calls and assessments, providing efficient and friendly customer contact with accurate relaying of information and high levels of customer service.

Key Responsibilities
  • Claims Handling: Review claims in accordance with policy wording and as defined by the Insurer, providing comprehensive verbal and written advice on all aspects of Policy Wording in relation to cover and claims.
  • Customer Service: Provide speedy telephone response to all calls to Claims Department, giving clear and accurate advice to claimants, and ensuring all recovery aspects of claims are monitored and amounts due are obtained where appropriate.
  • Claims Assessment: Accurately assess all claims and respond to claimants with concise letters detailing all further information/documentation required to proceed with the claim or giving a full explanation of settlement.
  • Communication: Develop industry best practices for customer service to achieve high levels of Customer Service delivery based on company call handling guidelines and standards, and handle and respond to customer emails within 24 hours (excluding weekends).
  • Compliance: Adhere to all FCA compliance guidelines and standards for Treating Customers Fairly as covered in Induction Training, and work within the agreed inbound/outbound call handling and productivity standards to achieve the Contact Centre service levels.
Requirements
  • Experience: Experience of Insurance Claims is preferable, and knowledge of key travel insurance products is ideal.
  • Skills: Customer service experience, detail-oriented, numeracy, ability to analyze statistical information, excellent written and verbal skills, ability to work under pressure, good command of the German Language, confident and helpful telephone manner, good organizational skills, ability to work on own initiative and as part of a team, knowledge of the Gotrex claims system or similar claims systems, understanding of FSA regulations and the TCF concept.


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