What You’ll Do
* Conduct a thorough evaluation and assessment of customer claims under the terms and conditions of their warranty/guarantee, supporting them through the process taking each claim to resolution.
* Work with the wider business giving insight to newly development trends of cases as well as poor/late methods of updating records from our data providers.
* Deliver professional and efficient customer service while performing to agreed Service Level Agreement (SLA) and Key Performance Indicator (KPI) targets.
* Communicate clearly and effectively both internally and externally.
* Accurately record all customer contact and outcomes within designated software.
* Monitor the status of claims and claim types to highlight risk management and loss control issues.
* Negotiate settlement fees with the customer according to agreed parameters.
* Proactively manage both the GDPR and MIAFTR inboxes acting as support for both
* Investigate and correct vehicle asset information supporting the data query teams detailing any areas of improvement and following them through to resolution.
* At all times adhere to the working processes and procedures for the department and of Solera
* Contribute to and maintain knowledge base articles and documents.
* Take responsibility for all duties relating to compliance procedures, especially data security.
What You’ll Bring
* At least 2-4 years’ experience and a track record of delivering high quality customer service in a customer focused environment, preferably a contact centre.
* Experience of working in a claims capacity is highly advantageous.
* Experience of CRM and telephony systems beneficial (preferably Salesforce Service Cloud and NICE CXOne).
* Inquisitive and confident problem solver.
* Attention to detail including application of product terms and conditions.
* Automotive or insurance experience is valued.
* Very strong verbal and written communications with an assertive and professional style.
* A desire to go the extra mile for customers and take personal responsibility for resolving issues.
* High learning agility and ability to apply knowledge learned.