Claims Agent - Night Shift 35hrs per week
Tuesday - Saturday including bank holidays 8pm - 4am
Work location: Working from home once in office training is completed (All successful candidates must have a suitable area at home to work form and reliable internet connection)
All computer and phone equipment will be provided
Upon joining initial training will be Monday - Friday in our Norwich office 9am -5pm for the first 2 to 3 weeks
(All successful candidates must be available and able to to travel daily to our Norwich office for training)
Location: Norwich Office/ Home working
With full training given we are looking for people who are confident in communicating with our customers over the phone and via email and have real "can do" positive mind set.
We pride ourselves in providing our customers with a high level of service 24/7 365 days a year service.
Experience: Customer Service experience is desirable but not essential. No previous experience?, don't let that stop you from applying. Here at Coplus our focus is on hiring the right people and delivering excellent training
Start date: July/August
You will be fully trained and become the expert, demonstrating positive behaviours aligned to our company values and performance indicators. You will be agile and motivated with a can do, role your sleeves up team player mind set. To always be ready to learn new things, expanding your knowledge and personal growth within and outside of your job role. Providing our customers with certainty and confidence.
You will be receiving claims, and quickly taking care of the customers journey, ensuring to select the right track to achieve good customer and business outcomes, always ensuring they are processed accurately and efficiently, while providing excellent customer service.
You will always ensure claims are processed according to policy wording or contracted terms of business
Duties and Responsibilities
Receiving claims via email and phone, and quickly taking care of the customers journey, ensuring to select the right track to achieve good customer and business outcomes
Managing emails and incoming phone calls in line with SLAs
Ensure that all information collected is recorded accurately and clearly
Manage cases effectively, Liaise with the in hours teams with clear communications emails ensuring each influence you have of any case is effective and moves the case to conclusion.
Handle incoming post/email
Ensure that SLA's and company procedures are adhered to at all times.
Escalating potential fraudulent claims through the appropriate channels.
Escalating complaints through the appropriate channels.
Contribute to and follow at all times, the firms policy on Treating Customers Fairly.
Maintain professional competence by ensuring the department complies at all times with the Training and Competence procedures of the firm.
You must always act with integrity, due skill, care and diligence
You must be open and cooperative with the FCA, the PRA and other regulators.
You must pay due regard to the interests of customers and treat them fairly.
You must observe proper standards of market conduct.
Operate and comply with the requirements of the firms own procedures, the Financial Services and FCA regulations.
Person Specification
Knowledge, Skills and Competencies
Essential
Good basic English and Maths skills (at least GCSE grade C or equivalent)
Proficient in MS Office
Reliable, timekeeping
Ability to learn and competently use different IT systems
Accuracy and attention to detail
An organised approach and good time management skills
Cooperative team player
Ability to work collaboratively within a team environment
Demonstrates empowerment and deploys this positively and appropriately
Confident with verbal and written communication skills
Able to deliver good customer Service.
A responsible attitude towards the handling of information, including the ability to collect, analyse and summarise information.
Strong organisation skills with the ability to work to a high standard towards deadlines & SLAs.
Excels at operating in a fast paced environment.
The ability to effectively manage own caseload.
A responsible attitude towards the handling of information, including the ability to collect, analyse and summarise information.
Great communicator through all channels available
Demonstrate the ability to identify information required in order to make appropriate and effective decisions under pressure.
Strong organisation skills with the ability to work to a high standard towards deadlines.
Desirable
Ability to prioritise their own workload as well as that of others, to work on their own initiative and to identify improvements on an ongoing basis.
Ability to persuade and influence others.
Ability to problem solve and generating and build on new ideas.
Excellent coaching and mentoring skills to develop others.
Thorough understanding of FCA regulations.
Experience of developing and implementing process change; reducing contact centre costs and improving performance.
Expected Behaviours
Demonstrate the business values at all times:
Customer First
Always improving
Show professionalism
Shared purpose
Make a difference