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Customer Service Advisor - Credit Services

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Job Title
Customer Service Advisor - Credit Services
Type
Full Time
Location
Manchester

We are currently looking for a passionate and motivated individual to join us in the role of Customer Service Advisor within Credit Services; 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.

Basic Purpose and Function

  • To pro-actively pursue credit hire and credit repair opportunities
  • To manage and monitor credit repairs and credit hires
  • Promote the corporate image of the Company and the Company’s clients through the provision of the highest level of service quality at all times

Key Tasks

  • To efficiently manage the repair process including:
    • Arranging and confirming repair booking dates
    • Chasing independent engineers for authorisation
    • Confirming expected completion dates
    • Confirming repair completion and vehicle return
  • Arranging, monitoring & terminating replacement hire vehicles
  • Maximise hires started
  • Managing total losses
  • To deal with general claims queries and advising the client accordingly promoting credit services and advising of those best suited to the customers’ needs
  • To follow the process flow throughout the life of the claim
  • Efficiently dealing with written and verbal communications, both internal and external
  • Accurately maintain records of customer contact and diarising follow up contact
  • Accurately deal and liaise with other internal departments on any associated queries raised
  • Developing good working relations with all contacts in order to meet customer and regulatory requirements
  • Always working towards achieving department/personal SLA’s and targets

Qualifications, Knowledge and Experience

Essential

  • GCSE English and Maths or equivalent
  • A minimum of 9-12 months previous experience of working within the insurance industry environment
  • Persuasive communicator and negotiator – able to deal with awkward situations in a calm and friendly manner
  • A positive and self-confident approach displaying composure under pressure when dealing with third parties and customers as representatives of the Company
  • Ability to utilise sales techniques when dealing with third party insurers to ensure the quick recovery of our outlay

Desirable

  • Legal knowledge
  • The ability to recognise and deal with problematic claims and or refer them to more senior members of staff for appropriate action
  • Well organised and able to work with little supervision
  • A willingness to offer suggestions where problems may be identified
  • Understanding of ABI GTA
  • Understanding of hire rates
  • Understanding of liability

Functional/Technical Skills

  • MS Office – (Essential to intermediate level)
  • Good telephone manner
  • Good keyboard skills

Generic Competencies

  • Communication
  • Results Focus
  • Client Focus
  • Developing Self and Others
  • Problem Solving
  • Quality Focus
  • Commercial Awareness
  • Systems of Work
  • Handling Systems

Specific Competencies

  • Insurance Knowledge/ABI/GTA
  • Claims Handling Knowledge
  • Negotiation

To apply, please email us here with a copy of your CV

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