We are currently looking for a passionate and motivated individual to join us in the role of Third Party Claims Handler; this is an exciting opportunity for someone looking to develop a career in the insurance industry. To be successful you will need the drive required to meet and exceed customer expectations, build internal and external relationships and deliver service excellence.
Basic Purpose and Function
- To provide excellent customer service to our Clients, by ensuring that all telephone calls are answered promptly and dealt with professionally and applying a proactive approach to claims handling
- To negotiate repairs within the Service Level Agreements on economic terms, adhering to excellent service standards and best practice
Key Tasks
- Answering the telephone and signing off calls in accordance with WNS’ agreed procedures
- Recording all telephone calls on Proclaim or Client system, as appropriate
- Handling calls received at source wherever possible. If you are unable to assist callers at the time of calling you should ensure that they are called back within agreed timescales
- Corresponding with all parties concerned by use of the telephone, letter and any other means appropriate
- Ensure correct prioritisation of workload and time management schedules are adhered to
- Ensuring all call backs promised are made within agreed timescales
- Maintaining post and diary on your Client portfolio within agreed Key Performance Indicators (KPIs)
- Making all liability enquiries necessary to allow you to negotiate settlement of Customer claims on the best possible terms
- Corresponding with all parties concerned by use of the telephone, letter and any other means appropriate
- Identification and resolution of potential fraud, repudiation and voidance
- Complaint handling within agreed company procedures
Qualifications, Knowledge and Experience
Essential
- Detailed knowledge of vehicle areas of damage
- Detailed knowledge of in-house and Client case management systems
- High level knowledge of relevant legislation – FOS, DPA & FSA
- Detailed knowledge of the Financial Services Authority (FSA), Data Protection (DPA), Financial Ombudsman Service (FOS) and Motor Insurers Bureau (MIB)
- Strong knowledge of the recovery process and offshore involvement
- Awareness of the triggers that allow early identification of injury claims and other large losses
- Identification and understanding of Client requirements (basic knowledge of client policy, and Service Level Agreements (SLAs) and awareness of how to obtain further client information)*
- Detailed knowledge of WNS and, where appropriate, Client systems
- To have a thorough understanding of hire company rental agreements and billing procedures
Desirable
- Experience of operating in an Insurance / Claims operation
Functional/Technical Skills
- MS Office – (Essential to intermediate level)
- Excellent Telephone Techniques
Generic Competencies
- Communication
- Results Focus
- Client Focus
- Developing Self and Others
- Problem Solving
- Quality Focus
- Commercial Awareness
- Planning and Organising
- Systems of Work
- Handling Systems
Specific Competencies
- Claims Handling
- Fraud Awareness
- Complaint Handling & Resolution
- Negotiation
To apply, please email us here with a copy of your CV
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