Customer Service Representative
Company Overview: Our client is a leading claims management company dedicated to providing exceptional support and guidance to individuals navigating various claims. Our mission is to assist clients in efficiently and effectively managing their claims, ensuring they receive fair compensation and timely resolution. They are committed to delivering unparalleled customer service and fostering trust and satisfaction among their clients.
Job Description: As a Customer Service Representative, you will play a vital role in delivering superior customer experiences and facilitating the claims management process for our clients. You will serve as the primary point of contact for individuals seeking assistance with their insurance claims, providing empathetic support, accurate information, and proactive solutions to address their needs effectively.
Key Responsibilities:
1. Customer Assistance: Respond promptly to inquiries, concerns, and requests from clients via phone, email, or other communication channels. Provide personalised assistance and guidance throughout the claims process, demonstrating empathy and understanding towards each client's unique situation.
2. Claims Management: Coordinate with clients, and other relevant parties to ensure the efficient processing and resolution of claims. Review claim documentation, assess eligibility, and facilitate necessary actions to expedite claim settlements while adhering to regulatory requirements and company policies.
3. Communication and Follow-Up: Maintain regular communication with clients to provide updates on their claims status, address any queries or issues, and ensure transparency and clarity throughout the process. Proactively follow up with clients and relevant stakeholders to gather additional information, resolve outstanding issues, and facilitate timely resolutions.
4. Documentation and Record Keeping: Accurately document all client interactions, claim details, and relevant information in the company's database or CRM system. Maintain organized records and files to facilitate easy access to information and ensure compliance with data protection regulations.
5. Problem Resolution: Identify and escalate complex or escalated issues to the appropriate internal departments or management for resolution. Collaborate with team members to develop creative solutions, overcome challenges, and ensure the highest level of customer satisfaction.
6. Customer Education: Educate clients on their rights, entitlements, and responsibilities related to their insurance claims. Provide clear explanations of processes, procedures, and requirements to empower clients to make informed decisions and navigate the claims process with confidence.
Experience:
* Strong communication skills, both verbal and written, with the ability to convey complex information clearly and concisely.
* Excellent interpersonal skills and the ability to empathize with clients while maintaining professionalism and composure.
* Detail-oriented with strong organisational skills and the ability to manage multiple tasks and priorities effectively.
* Proficiency in using computer systems, databases, and office software applications.
* Knowledge of insurance terminology, claims processes, and regulatory requirements is advantageous.
* A commitment to delivering exceptional customer service and exceeding client expectations.
Benefits:
* Competitive salary - £25,000 p/a
* Comprehensive benefits package
* Opportunities for professional development and career advancement
* Positive and supportive work environment
* Meaningful work assisting individuals in times of need