The Collinson Group, that proudly employ over 1,100 talented individuals in over 20 locations world-wide and we are dedicated to helping our clients acquire, retain and optimize the value of their customer relationships. Some of our products and services include Priority Pass, the world's largest independent airport VIP lounge access program with 800 lounges globally and Columbus Insurance, a leading travel insurance specialist. Role purpose: The purpose of the role will be to deal with inbound claims calls and 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: Promote the best image of the Company through a professional manner, personal appearance and behavior and adhere to company standards and procedures. Maintain the highest level of personal conduct. To review claims in accordance with the policy wording and as defined by the Insurer. To provide comprehensive verbal and written advice on all aspects of Policy Wording in relation to cover and claims. To provide speedy telephone response to all calls to Claims Department giving clear and accurate advice to claimant. Where a claim is admissible ensure, a detailed explanation is given and to follow this in writing where requested. To accurately assess all claims and respond to claimant with concise letter detailing all further information/documentation required to proceed with claim or giving full explanation of settlement. Ensure all recovery aspects of claims are monitored and amounts due are obtained where appropriate. To accurately input claims payments to either clients or third-party suppliers, into the claims System. Ensure any potential fraud indicator is identified and acted upon. Develop industry best practices for customer service to achieve high levels of Customer Service delivery based on company call handling guidelines and standards. To handle and respond to customer e-mails within 24hrs (excluding weekends). To work to agreed standards of accuracy, quality, and business procedures for all areas of call handling and claims assessment To adhere to all FCA compliance guidelines and standards for Treating Customers Fairly as covered in Induction Training To work within the agreed inbound/outbound call handling and productivity standards to achieve the Contact Centre service levels Skills & experience required: Experience of Insurance Claims is preferable Knowledge of key travel insurance products (ideal) Customer service experience Detail orientated Numeracy – able to analyze statistical information Ability to demonstrate the sufficient level of intellectual ability required for the post Excellent written and verbal skills (fluent in German) 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 Polite friendly and assertive Integrity and ability to maintain confidentiality Forward thinking and pro-active
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