Customer Service Advisor - Remote
Customer Service Advisor - Remote
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Job Description
Varied Hours Available:
Weekday evenings: 18:00 22:00
Weekday mornings: 07:00 09:00
Saturday: 08:00 22:00 Between 612 Hour shifts available.
Sunday 08:00 22:00 Between 612 Hour shifts available.
Applicants must be able to commit either a Saturday or Sunday plus bank holidays
Times are flexible and will be discussed/ arranged in interview
Flexibility may be required to complete a training period for up to 35 hours per week.
Basic Purpose and Function:
To provide excellent customer service to our Clients by ensuring that all telephone calls are answered promptly and dealt with professionally and applying a proactive approach to claims handling.
To negotiate all heads of claim within the Service Level Agreements on economic terms adhering to excellent service standards and best practice
Key Tasks:
- Answering the telephone and signing off calls in accordance with WNS agreed procedures
- Handle inbound FNOL calls relating to motor insurance claims delivering a calm clear and reassuring customer experience in a timely manner.
- Capture accurate and detailed information about the incident vehicle drivers and third parties involved.
- Maintain compliance with industry regulations internal policies and data protection standards
- Assess urgency and direct calls appropriately including escalating complex or highpriority cases.
- Ensure correct prioritisation of workload and time management schedules are adhered to
- Communicate clearly and professionally explaining the next steps and managing customer expectations
- Balance empathy and efficiency supporting customers who may be distressed following an accident or incident.
- Making all liability enquiries necessary to allow you to negotiate settlement of Customer claims on the best possible terms
- Assess circumstances with a critical eye remaining alert to potential indicators of fraudulent activity and raising concerns in line with internal procedures.
- Complaint handling within agreed company procedures
- Keeping the policyholder informed both verbally and in writing of the status of the claim
- Carry out administration on files including general typing of emails and keeping a well organised and up to date portfolio of claims which you will manage proactively and efficiently
- Capture accurate and detailed information about the incident vehicle drivers and third parties involved.
Qualifications :
High School or Lower.
Remote Work :
No
Employment Type :
Parttime
Employment Type
Part-time
