Pet Claims Handler

www.topfinancialjobs.co.uk - Jobboard; Harrogate; On-site; GBP 25,000 - 35,000; Full time

Job summary

Une entreprise dynamique recherche un Pet Claims Handler expérimenté pour traiter les réclamations d'assurance animale. Le candidat idéal devra offrir un service client exceptionnel tout en gérant efficacement les appels et en respectant les normes réglementaires. Ce rôle nécessite une bonne capacité à travailler sous pression et une attention particulière aux détails.

Qualifications

• Capacité à travailler sous pression et à gérer des objections.
• Compétences en communication écrite et en rédaction de lettres.
• Connaissance de base des conditions vétérinaires est un avantage.

Responsibilities

• Traiter les réclamations d'assurance animale et assurer un service client de qualité.
• Gérer les appels difficiles et identifier les réclamations frauduleuses.
• Compiler des statistiques et correspondances détaillées pour les assurés.

Skills

Communication orale

Service client

Gestion du stress

Attention aux détails

Travail d'équipe

Job description

Pet Claims Handler

We are seeking an experienced Pet Claims Handler to join our dynamic team. In this role, you will be responsible for processing pet insurance claims, supporting our clients through the claims journey, and ensuring a high standard of customer service.

Key Responsibilities

1. Provide a market-leading standard of customer service.
2. Treat customers fairly in line with FCA requirements.
3. Understand general insurance procedures and take appropriate actions.
4. Adapt to varying work volumes and work effectively under pressure.
5. Demonstrate resilience by maintaining drive and enthusiasm amidst setbacks.
6. Assist in compiling statistics and spreadsheets for MI purposes.
7. Empathise with customers following pet injuries or illnesses.
8. Maximise business profit through effective call handling and meeting KPIs and performance targets.
9. Support the business by working flexibly to meet needs.
10. Handle difficult and contentious calls appropriately, including managing complaints fairly within regulatory guidelines.
11. Identify fraudulent claims and refer them to the Team Leader, Technical Lead, or Manager for advice and action.
12. Handle all aspects of the job efficiently to create a positive impression.
13. Explain policy limitations clearly to policyholders while providing excellent customer care.
14. Support scheme and service development initiatives alongside managers and team leaders.
15. Compile detailed correspondence to policyholders and veterinary practices.
16. Accurately assess pet claims, identify underwriting ambiguities, and create change requests to reduce complaints and dissatisfaction.
17. Liaise with external suppliers such as veterinary practices and insurers to ensure smooth claims management.

Summary of Skills

Behavioural

• Ability to work under pressure.
• Overcome objections and handle constructive criticism well.
• Act with integrity and professionalism.
• Approachable, efficient, and assertive.
• Work independently and collaboratively.
• Demonstrate professionalism and flexibility.
• Pay good attention to detail and be well-organized.
• Maintain a positive attitude towards learning and self-development.
• Maintain good attendance and punctuality.
• Possess good oral communication and customer service skills.
• Promote teamwork and patient in interactions.
• Take accountability for actions.

Technical

• Good computer skills.
• Excellent written communication and letter writing skills.
• Basic knowledge of veterinary conditions and medications is advantageous.
• Good understanding of business and insurance products is advantageous.
• Ability to prioritize workload and multitask effectively.

REF- (Apply online only)