Usa Claims & Customer Service Expert - 9703 Nb

Reference: 9703 NBConsultant: Nine Broodryk
Job Description:

Manage the end-to-end claims process from lodgment to settlement.
Day-to-day management of claim lodgments, customer inquiries and validating reported insurance claims.
Answer incoming calls and provide customers with empathy, certainty, guidance and support from lodgment to the final resolution of claim situations and inquiries.
Provide accurate advice to customers and clear instructions on the next steps of what we will do and what we need the customer to do.
Identify potential fraudulent claims and follow agreed policies and procedures.
Effective communication with internal and external customers.
Resolve complaints and disputes from clients, suppliers or service providers within agreed service levels.
Ensure all incoming emails and tasks are actioned within defined service levels.
Authorise claim payments within the approved delegated authority of the position.
Ensure that claims are processed in accordance with policy guidelines, company procedures, approved suppliers and industry laws and guidelines.
Effective and accurate notes on electronic claim files.
Ensure claims decisions are technically sound and communicated appropriately to all stakeholders.
Effective information gathering to assist the Third Party recovery team with successful recoveries.
Taking inbound calls relating to inquiries and updates and transferring calls to the correct people quickly and efficiently.
Attending to any missed calls, emails and LiveChat messages.
Dealing with customer complaints in a professional manner.
General customer service support.

Qualifications:

Previous work experience with a good track record (references required).
At least a school certificate, but ideally a 3-year degree graduate.
Possess excellent technical knowledge of bicycles to conduct complete and accurate damage assessments.
Passion for cycling and a strong desire to share that passion with others.
Proven claims or similar customer service experience with a track record of meeting or exceeding productivity targets.
Excellent interpersonal skills and ability to communicate effectively with diverse audiences.
Strong problem-solving abilities.
Knowledge of insurance products and services is advantageous.
Ambitious and eager to learn and grow within the company.
Ability to work well in a team environment and contribute positively to team dynamics.
Own transport, ideally residing in Stellenbosch or the surrounding area.

Job Type: Full-time
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