Intervention Capture Handler
Manchester/Chelmsford
The Company
My client is a leading and expanding motor insurance group who are a modern and progressive group of companies incorporating major names in the automotive and insurance industries, who are currently recruiting for their Intervention team
Duties:
- To pro-actively triage intervention leads from a range of sources that may be suitable to be captured within our intervention scheme
- Where appropriate exhaust lines of enquiry to establish telephone contact with the non fault claimants and establish their vehicle damage and mobility needs
- Determining the best route of settlement taking into consideration the customers needs, economics and vehicle down time.
- The ability to find alternative outcomes if issues arise
- Where contact is made with claimants explain the range of services offered and use objection handling skills as appropriate
- Where services are accepted by the claimant manage the fulfilment of the required services to conclusion including exploring alternative settlements such as cash outs for damage and mobility
- Establish any other aspect of loss and handle those aspects to conclusion within the team
- To accurately validate vehicle and identity documents
- Raise accurate payments to claimants
- Manage multiple workflows for the different stages in the claimants claim journey to SLA
- Maintain accurate housekeeping on external and internal systems
- Build good relationships with claimants, suppliers and internal stakeholders
- Work within a team in a fast paced environment
- Working to targets and goals
- Understand the SLA's and KPI's of the department and ensure adherence to these standards.
- To work closely with colleagues within the company to deliver consistently high levels of service
- To support and adhere to the company s values and policies in a professional manner
- To ensure quality, service standards and productivity levels are maintained to a high standard
- To undertake projects and to be able to deliver within agreed timescales
Skills:
- Must be confident in the use of the telephone and have solid call management and rapport building skills
- A good understanding of claims process, intervention and credit hire
- Be capable of following internal guidelines to ensure records are well maintained.
- Excellent organizational skills
- Capable of producing accurate and high quality documents and correspondence
- Be capable of working as part of a team and as an individual
- Excellent Microsoft skills
- Have Strong work ethic
- Professional
