Job Description
Potential Varied Hours Available:
Weekday evenings: 17:00 - 22:00 | 17:30 – 22:30
Weekday mornings: 07:00 – 09:00
Saturday: 08:00 - 22:00 - Between 6-12 Hour shifts available.
Sunday - 08:00 - 22:00 - Between 6-12 Hour shifts available.
Night shifts: 22:00 - 09:00 (Different shift patterns, Monday - Sunday).
Applicants must be able to commit either a Saturday or Sunday plus bank holidays
Times are flexible and will be discussed/ arranged in interview
Flexibility may be required to complete a training period for up to 35 hours per week.
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 all heads of claim 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
* Handle inbound FNOL calls relating to motor insurance claims, delivering a calm, clear, and reassuring customer experience in a timely manner.
* Capture accurate and detailed information about the incident, vehicle, drivers, and third parties involved.
* Maintain compliance with industry regulations, internal policies, and data protection standards
* Assess urgency and direct calls appropriately, including escalating complex or high-priority cases.
* Ensure correct prioritisation of workload and time management schedules are adhered to
* Communicate clearly and professionally, explaining the next steps and managing customer expectations
* Balance empathy and efficiency, supporting customers who may be distressed following an accident or incident.
* Making all liability enquiries necessary to allow you to negotiate settlement of Customer claims on the best possible terms
* Assess circumstances with a critical eye, remaining alert to potential indicators of fraudulent activity and raising concerns in line with internal procedures.
* Complaint handling within agreed company procedures
* Keeping the policyholder informed both verbally and in writing of the status of the claim
* Carry out administration on files including general typing of emails and keeping a well organised and up to date portfolio of claims, which you will manage proactively and efficiently
* Capture accurate and detailed information about the incident, vehicle, drivers, and third parties involved.
Qualifications
High School or Lower.