Customer Service
- To answer customer service queries and record insurance information from customers, insurance brokers and insurance companies
- To manage incoming call volumes/enquiries within agreed time scales as set out within the ‘Best Practice’ document
- To ensure that all information provided is verified and recorded accurately within the Acquis system
- To maintain an effective working relationship with Lessors, Customer’s Insurance Brokers/Companies and Suppliers providing the highest standards in customer service at all times
- To deal with all correspondence within agreed time scales ensuring that our client’s insurance criteria is met
- To support our client/customers by adopting a professional manner at all times when undertaking any form of communication whilst representing Acquis Insurance Management or its business partners
- To ensure that the diary system is fully up to date at all times with the case information so that any member of the team can review a case at any time
- To be able to prioritise workloads on a daily basis to ensure company/Lessor/Supplier service level agreements are met if not exceeded
- To be able to deal with any complaint/expression of dissatisfaction made within agreed steps as set out with our complaints handling policy
- To Liaise with the senior management team regarding any issues which may arise
- To support fellow team members to ensure that business as usual is maintained
- To act as mentor/buddy to less experienced staff to ensure that they reach the required standard
- To adhere to the ‘Best Practice’ document at all times
- To carry out any additional duties which the company may require from time to time
- Obtain an appropriate statement according to the value and type of loss from the parties reporting the claim
- Investigate and gather all necessary documentation/evidence required to verify the loss
- Determine types of loss
- Evaluate coverage in place
- Estimate amount of loss or damage and set reserve: revise as needed throughout the investigation
- Enter information into the claims system after obtaining pertinent facts regarding the loss
- Notify insurer of claims outside the delegated limit of authority
- Proactively chase outstanding information/documents in accordance with agreed standards
- Notify customers of any delays with their claims
- Notify insurers immediately of any claim with questionable coverage, for their evaluation
- Investigate potential subrogation, contribution, recovery and salvage
- Arrange for damaged equipment to be inspected and cause of loss ascertained.
- Arrange for repair or replacement of the equipment with an approved supplier
- Review all documents and facts to determine the type of settlement
- Instruct an outside adjuster if the claim is over the limit of authority
- Comply with recommendations made by insurer, and/or internal auditors
- Ensure that complaints are handled in accordance with FCA and insurers guidelines
- Prepare and issue payments
- Ability to work as part of a team and on an individual basis
- Customer Service orientated
- Good Communication Skills
- Good Interpersonal Skills
- Flexible
- Self-motivated
- Conscientious
- Attention to detail
- Organised
- Conflict resolution skills
- Problem solving skills
- Previous claims experience (advantageous)
- Experience of complaint handling
- Educated to an acceptable level country specific
- Full-time role (37,5 hours a week)
- Pension Scheme with 5% employer/employee contributions
- 8% holiday allowance
- Quarterly performance bonus (not fixed)
- NS Flex Card - 100% travel reimbursement
- 25 days annual leave
- Hybrid Working Policy – 3 days in the office (after training)
- 2 events a year in UK
- Training and Development opportunities
Salarisomschrijving
€2900 - €2900 monthly