Italian Speaking Insurance Claims & Customer Support Consultant

Mindmatch Consulting Pty; Cape Town; On-site; ZAR 200,000 - 250,000; Full time

Job summary

MindMatch Consulting in Cape Town is seeking a Claims Assessment Specialist to handle inbound claims calls and provide customer support on travel insurance products. The role involves assessing claims and advising customers, while adhering to compliance regulations and providing exceptional service.

The ideal candidate will have a Matric qualification, at least 1 year of claims handling experience, and strong communication skills. A friendly demeanor and attention to detail are crucial for success in this role.

Qualifications

• Minimum of 1 year experience in insurance claims, preferably in travel insurance.
• Strong written and verbal communication skills in English.
• Understanding of FCA regulations and Treating Customers Fairly (TCF) framework.

Responsibilities

• Assess and process claims per policy wording and guidelines.
• Provide accurate advice on claims decisions and documentation.
• Manage inbound sales calls and customer service queries.
• Identify potential fraud cases and ensure compliance.
• Ensure prompt responses to all customer inquiries.

Skills

Insurance claims handling

Customer service

Communication skills

Numeracy

Attention to detail

Education

Matric (or equivalent qualification)

Tools

Gotrex claims system

Job description

The purpose of the role will be to deal with inbound claims calls, claims assessment, incoming e-mails, and conversational claims, providing efficient friendly customer contact with accurate relaying of information and high levels of customer service. There will also be a requirement to make outbound calls. Alongside the claims aspect, the role will be for customer support and advice for policy cover and adjustment on the easyJet product.

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. To support colleagues on a day-to-day basis.

Responsibilities

• Represent the company professionally through appearance, behavior, and adherence to company policies.
• Assess and process claims in accordance with policy wording, insurer guidelines, and industry best practices by reviewing documents and telephonically.
• Provide accurate and comprehensive verbal and written advice on policy coverage, claims decisions, and required documentation.
• Ensure prompt and professional responses to all customer inquiries, including calls and emails, within agreed timeframes (24 hours for emails, excluding weekends).
• Manage inbound Travel Insurance sales calls, mid-term adjustments, and customer service queries, ensuring high service levels and conversion rates.
• Identify and elevate potential fraud cases, ensuring compliance with fraud prevention measures.
• Monitor and recover outstanding claim amounts where applicable.
• Identify and manage customer complaints, escalating where necessary and ensuring resolution aligns with business and regulatory standards.
• Recognize and support vulnerable customers, ensuring they receive the appropriate level of assistance and service.
• Ensure productivity targets for claims handling, call management, and email processing are met while maintaining quality standards.
• Process accurate and timely claim payments to customers and third-party suppliers.
• Adhere to all FCA regulatory requirements, including Treating Customers Fairly (TCF) principles.
• Collaborate with internal teams to optimize workflows and improve customer experience.

Qualifications

• Education: Matric (or equivalent qualification).
• Experience: Minimum of 1 year in insurance claims, with knowledge of key travel insurance products.
• Technical Skills: Experience in claim validation with attention to detail.
• Communication: Strong written and verbal communication skills in English, with a confident and professional telephone manner.
• Numeracy: Ability to analyze statistical data and ensure accuracy in claims processing.
• Regulatory Knowledge: Understanding of FCA regulations and the Treating Customers Fairly (TCF) framework.
• Systems Knowledge: Experience with Gotrex claims system or similar platforms.

Personal Attributes

• Highly motivated, proactive, and forward-thinking.
• Strong organizational and problem-solving skills.
• Ability to work independently and as part of a team.
• Integrity, confidentiality, and professionalism.
• Friendly, polite, and assertive approach to customer interactions.