We are currently looking for a passionate and motivated individual to join us in the role of Senior Accidental Damage Claims Handler; this is an exciting opportunity for someone looking to develop a career in the insurance industry. To be successful you will need the drive required to meet and exceed customer expectations, build internal and external relationships and deliver service excellence. The ideal candidate will have experience in Accidental Damage, but this is not essential.
Basic Purpose and Function
- Manage accidental Damage claims
- Proactively pursue economic early resolution of all Motor claims
- Reduce average claim life wherever possible and minimise claims spend for WNS’ Clients
- Act as a point of contact for the client
- Delivering excellent customer service for and on behalf of our clients
Key Tasks
- Register new claims via telephone and/or email
- Validate policy cover on relevant policy systems
- Identify non-fault opportunities
- Manage claims through an approved repair management process
- Manage Total Loss claims
- Identify and undertake third party capture
- To achieve average elapsed time for open claims of 8 weeks or less
- Corresponding with all parties concerned by use of the telephone, letter and any other means appropriate
- Identification and resolution of potential fraud, repudiation and voidance
- To maintain post and diary within the agreed internal Key Performance Indicator (KPI) of 2 working days
- To ensure 90% incoming telephone calls are answered within 10 seconds and adhere to the agreed internal KPI of no more than 3% lost calls
- Answering calls with the correct salutation i.e. WNS / Client name & your full name
- To ensure all customer complaints are acknowledged within 24 hours and resolved within 3 days
- To achieve minimum of 90% KPI on quality and call audits
- Ensuring that accurate reserves are placed on all cases so that clients have reliable MI relating to their potential exposure
Qualifications, Knowledge and Experience
Essential/Desirable
- Competent in Accidental Damage and repair management processes
- Knowledge of the Financial Conduct Authority (FCA), Data Protection (DPA), Financial Ombudsman Service (FOS) and Motor Insurers Bureau (MIB)
- Understanding of liability
- Knowledge of Service Level Agreements (SLA’s)
- Understanding of reserving and its importance
- Possess excellent telephone techniques
- Identify and understand client requirements
- Good understanding of Claims Systems
- Possess excellent data accuracy skills
- Escalation of customer issues or complaints to a more senior member of staff if unable to resolve
- An understanding of the business and the key revenue streams
Functional/Technical Skills
- MS Office (basic level)
- Excellent telephone techniques
Generic Competencies
- Communication
- Results Focus
- Client Focus
- Developing Self and Others
- Problem Solving
- Quality Focus
- Commercial Awareness
To apply, please email us here with a copy of your CV
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