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Client:
WNS Global Services
Location:
Job Category:
Customer Service
EU work permit required:
Yes
Job Reference:
9c1ab79697cc
Job Views:
4
Posted:
28.04.2025
Expiry Date:
12.06.2025
Job Description:
Varied Hours Available:
* Weekday evenings: 18:00 – 22:00
* 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.
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, 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.
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