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Responsibilities
* Advise policyholders on general queries and insurance claims issues for relevant or related peril.
* Provide world-class, full lifecycle claims handling and act as the primary customer contact for a portfolio of fast-moving household claims.
* Build rapport and develop confidence with policyholders by listening to their specific needs.
* Check policy coverage for claims.
* Work methodically through each claim, gathering documents such as receipts, photographs, or reports.
* Arrange payments within authority levels.
* Manage a high-volume, fast-paced claims portfolio, prioritizing based on individual circumstances from setup to settlement.
* Liaise with internal teams, third-party suppliers, and policyholders to ensure smooth claims progression.
* Perform basic fraud checks and escalate suspicious cases.
* Negotiate claim settlements verbally and in writing.
* Assist with overflow calls during peak times.
* Seek continuous improvements in customer service delivery.
* Ensure SLA and KPI targets are met consistently.
* Perform any other reasonable tasks as requested in line with company values.
Qualifications and Skills
* Excellent verbal and written communication skills.
* Strong organizational skills and attention to detail.
* Ability to work under pressure and meet deadlines.
* Proficient with PC and administrative tasks.
* Willingness to take on increased responsibility.
Personal Attributes
* Helpful and passionate about customer service.
* High energy and positive attitude.
* Team player with drive and enthusiasm for targets.
* Empathetic and professional.
Experience
* Minimum 2 years in a customer service role.
* Claims experience is desirable but not essential.
Additional Information
* Seniority level: Entry level.
* Employment type: Full-time.
* Job function: Finance and Sales.
* Industry: Insurance.
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