Home Claims AdvisorsVacancy posted: Thursday, 6 October 2016
Salary: £15,000 to £18,000
We are looking for two Home Claims Specialists to join our dynamic and expanding Home Claims Team in our Glasgow office.
The Home team deals with all aspects of claims for the esure and Sheilas’ Wheels Home products. They deal with first notification of a claim from the customer through to final settlement. The team will validate the claim at notification stage and instruct the appropriate supplier or negotiate a cash settlement, providing support and being empathetic to the customer throughout the lifecyle of the claim.
Using effective communication skills, the Home Claims Specialist will play a key role in providing our Home policyholders with an excellent standard of customer service, whilst ensuring all claims are dealt within the terms of the policy cover. Strong inter-personal skills, empathy and tact will be essential at all times, but particularly when circumstances of potential fraud are being investigated.
The Specialist’s role is primarily concerned with mitigating losses, negotiating and controlling costs to achieve agreed targets.
This role involves a high degree of influencing and negotiating with particular emphasis on conflict resolution. The Specialist plays a key role in achieving a balance between the provision of a quality service combined with the commercial focus required to ensure that the Company meets all targets
Using multiple communication methods as preferred by the customer, the Home Claims Specialist will schedule key touch points throughout the claim lifecycle to keep the customer fully informed as to how their claim is progressing. Using effective communication skills, they will also ensure the provision of a consistent and thorough approach to the handling of customers’ complaints.
- Previous experience in a customer-facing role, including demonstrable evidence of providing high standards of customer care are essential.
- Evidence of a pro-active customer service approach as required in the handling of all claims from notification stage through to settlement and closure of the claim.
- Numeracy and literacy to GCSE level (Maths and English - Grade C and above).
- Computer skills (including the Internet).
- Problem Solver
- Proactive and pragmatic approach
- Understanding of Financial Conduct Authority (FCA) and Regulatory Compliance.
- Knowledge of Claims processes and systems.
- Awareness of fraud indicators.
esure was established in 2000 by Peter Wood, who founded Direct Line in the 1980s thus starting the direct financial services revolution in the UK. In 2010 the company completed a Management Buy-out, allowing it to operate independently.
The Group is a UK focused personal lines insurer underwriting motor and household insurance through its contact centres, via the internet and most recently via social media channels. Quote and buy facilities for the companyÃ¢Ã¢â¬Ã¢â¢s core underwritten products are also available from the leading price comparison websites.
The esure Group has two contact and claims centres for customers, Glasgow and Manchester, which are modern offices designed with staff in mind.
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