ISU Provider Support

Collinson Group is a global leader in driving loyalty and engagement for many of the worlds largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty Lifestyle Benefits and insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travellers creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years experience with 28 global locations servicing over 800 clients in 170 countries employing 1800 people.

We have been bringing innovation to the market since inception from launching the first independent global VIP lounge access Programme Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include: Visa Mastercard American Express Cathay Pacific British Airways LATAM Flying Blue Accor EasyJet HSBC Chase HDFC.

Our mission is focused on doing good beyond profit which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition the success of our business is delivered through the diverse and talented team of over 1800 colleagues globally.

Purpose of the job

To provide claims and assistance support to internal travel claims and assistance functions through the administration of supplier invoices and statements.

Key Responsibilities

Level A

• To assist with the claims and assistance team administrative functions including inbound and outbound e-mail correspondence.

• To maintain a high quality of professional is kept when corresponding with external policyholders.

• To maintain accuracy of claims data input on the claims and assistance systems for all invoices and statements received.

• To ensure assistance cases registered are recorded accurately with sales policy and underwriter insurance data.

• To register new cases from external and internal agents and policyholders.

• Provide accurate management reporting and feedback where required.

• To provide support with the processing of assistance notifications and case fees.

• Ensure that all external and internal customer communications are dealt in a timely manner ensuring all questions and queries responded to.

• Ensure that all assistance and claims reserves are kept accurate and cases are closed as appropriate.

• Act as a referral point to members of the claims team for invoice and statement administration and adjustment resolution.

• To maintain the e-mail workbooks in a timely and efficient manner.

• Any additional ISU and Claims ad hoc assistance work that is required by the business for claims and assistance support.

Level B- inclusive of Level A & 0-500 reserve movement

0-500 assistance only case reserves-If the claim has not seen any movement within the last 3 months those reserves are reviewed in accordance with the assistance reserve review matrix. A report will be supplied each month for the cases that qualify to be reviewed. This will involve but not limited to:

Being able to remove most reserves.

Having to leave some of the reserves in place

Having to leave 0 reserve cases open because they are active elsewhere in the business for example with the Recoveries Team.

Identifying payment issues and reporting them to finance.

Level C- Inclusive of Level A B & 500- 4999.99 reserve movement

500.01 4999.99 assistance only case reserves-If the claim has not seen any movement within the last 3 months those reserves are reviewed in accordance with the assistance reserve review matrix. A report will be supplied each month for the cases that qualify to be reviewed. This will involve but not limited to:

Working closely with the medical assistance team should it not be clear if a reserve can be removed.

Being able to adjust reserves for the reasons of the case being under reserved or over reserved.

Being able to remove reserves because of no contact from the provider connected to that reserve.

Working closely with cost containment companies to request status updates of their cases.

Identifying payment issues and reporting them to finance.

Highlighting to finance that internal billed invoices have not been received.

Performance Measures

Ensure all communications are accurately processed within agreed timescales and guidelines defined

Maintain all internal and external SLAs.

Ensure accurate data capture processing on all new cases.

Provide a high standard of service both internally and externally.

Maintain a good knowledge of external suppliers policies data and insurer policy information.

Knowledge skills and experience required

Good standard of education

Numeracy able to analyse statistical information

Ability to demonstrate the sufficient level of intellectual ability required for the post

Must be numerate and accurate

Excellent written and verbal skills

Ability to work under pressure

Good command of the English Language

Confident and helpful telephone manner

Good organisational skills

Ability to work on own initiative and as part of a team

Knowledge of the Magenta claims system or similar claims systems

Highly motivated

Polite friendly and assertive

Integrity and ability to maintain confidentiality

Forward thinking and pro-active

Team player

Ability to work under pressure

Able to demonstrate delivery through people by maintaining a good team spirit and working atmosphere Strong analytical skills with attention to detail.

Excellent communication and interpersonal abilities.

Ability to work collaboratively in a fast-paced environment.