Job Description
At Crisis24, A GardaWorld Company, we take a proactive approach to solving business challenges and our customers are at the heart of everything we do. It’s the reason we love rolling up our sleeves and getting down to work – and it’s why we’re so successful. It takes an entire team to stand behind something big. Interested?
Job Title: Corporate Claims Handler
Location: Bournemouth or Central London / Hybrid
Department: Medical Assistance
Reporting to: Claims Manager
About Crisis24
Crisis24, is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm. Championed by its 24/7 state-of-the-art Global Operations Centers, highly skilled team of intelligence analysts, and a powerful risk management platform, Crisis24 offers the solutions, technology, and artificial intelligence experts with on-the-ground capacity to manage risk at home and abroad. Its promise is to enable the world’s most influential people, disruptive brands, and prominent organizations to operate with confidence.
Crisis24 has recently expanded its operations, with Medical Assistance added to our Integrated Risk Management portfolio of services. With a combined expertise covering 55 years we now offer the full spectrum of medical solutions from medical advice, 24/7 medical assistance and proactive case management, to medical evacuation and repatriation services through medical service solutions dedicated to customers – a truly combined medical and security risk management industry leader.
Summary of the Role
- The main purpose of the role will be to deal with Corporate Travel Claims, providing efficient friendly customer contact with accurate relaying of information and high levels of customer service. You will make / receive customer calls.
- To provide verbal and written advice to customers on all aspects of claims handling as well as providing a high level of service to our external clients through client relationship and process efficiency.
- Converse and interact with third party providers and insurers.
- Teamwork is key: supporting colleagues on a day-to-day basis.
Key Responsibilities
- Promote the best image of the Company through a professional manner, personal appearance, behavior and adhere to company standards and procedures. Maintain the highest level of personal conduct.
- To provide comprehensive verbal and written advice on all aspects of policy wording in relation to cover and claims.
- To provide a high level of telephone response to all calls, by giving clear and accurate advice to customers.
- To accurately assess all claims and respond to claimant with concise communication detailing all further Information / documentation required to proceed with claim or giving full explanation of settlement.
- Ensure all recovery aspects of claims are identified and acted upon.
- To accurately input claims payments to either clients or third-party suppliers, into the claims system.
- Ensure any potential fraud indicator is identified and acted upon.
- To achieve high levels of Customer Service delivery based on company call handling guidelines and standards.
- To work to agreed standards of accuracy, quality, and business procedures for all areas of call handling and processing
- To adhere to all FCA compliance guidelines and standards for Treating Customers Fairly as covered in Induction Training.
- To work within the agreed inbound / outbound call handling and productivity standards in order to achieve the agreed service levels.
Performance Measures
- Ensure all communications are accurately processed within agreed service levels and guidelines.
- Ensure accurate (QA) processing of all claims.
- Represent the department to a high standard of service, both internally and externally.
- Maintain a good knowledge of policy wording(s), underwriters’ approach and their application / interpretation.
- Ensure department standards are met for both QA & productivity equally.
- Able to demonstrate delivery through people by maintaining a good team spirit and working atmosphere.
Person specification: Key skills, experience & knowledge
- Good standard of education and ability to demonstrate the sufficient level of intellectual ability required for the job.
- Good command of the English Language.
- Must be numerate and accurate.
- Excellent written and verbal skills.
- Ability to work under pressure – Achieve department targets.
- Confident and helpful telephone manner.
- Good organizational skills.
- Ability to work on own initiative and as part of a team.
- Knowledge of claims management systems (preferred).
- Understanding of FSA regulations and the TCF concept.
- Highly motivated, polite, friendly, and assertive.
- Integrity and ability to maintain confidentiality.
- Forward thinking and pro-active.
- Team player.
Please note only those eligible to work in the UK or have a valid UK work permit/visa will be considered for this vacancy.
Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.