Call Claims Handler, Claims (CF1)

Recruiter for this role:

Collinson is a global loyalty and benefits company.

We use our expertise and products to craft customer experiences which enable some of the world’s best known brands to acquire, engage and retain the most demanding and choice-rich customers. In particular, our unique expertise and insight into high earning, frequent travellers allows us to create products and solutions for our clients that inspire greater customer engagement to drive more profitable relationships, enrich their travel experiences, protect what matters and assist in in times of need.

While specialising in Financial Services, Travel and Retail, we also support clients in multiple sectors. We have worked with over 90 airlines, 20 hotel groups and more than 600 financial institutions and banks, with clients including Accor Hotels, Air France KLM, American Express, British Airways, Cathay Pacific, Diners Club, Mandarin Oriental, Mastercard, Radisson Hotel Group, Sephora, Visa and Vhi.

We take our 30 years’ experience working with these kinds of household names in over 170 countries, and help our clients to deliver the smarter experiences it takes to differentiate their propositions, and help them win deeper devotion with their customers.

Collinson is a privately-owned entrepreneurial business with 2,000 passionate people working in 20 locations worldwide. Our solutions include Priority Pass, the world’s best known airport experiences programme, while we are also the trusted partner behind many of the leading financial services, airline and hotel brand’s reward programmes and loyalty initiatives.

Purpose of the job

To provide a high standard of customer service to our members first and foremost. Execute prompt and proactive response to claim-related calls and email queries, whilst adhering to strict deadlines and service level agreements. The role will include assessing and settling Travel insurance claims efficiently, whilst providing an excellent level of care and service at all times.

Key Responsibilities

o Handle all customer calls and emails enquiries promptly and efficiently, with exceptional customer experience throughout all communication channels

o Obtain all necessary information from the caller to register new claims and secure an accurate understanding of the claims circumstances and inform the client, in accordance with department guidelines, of the correct procedures to submit or progress a claim

o Accurately record case data to ensure proactive case progression and claim assessment.

o Proactively handle all claims assigned optimising ongoing file ownership, where possible, to final resolution.

o Assess claims promptly and efficiently using up to date and most appropriate methods such as tele-claims and conversational claims

o Investigate, negotiate and settle claims within an agreed authority level, KPIs and timeframes, ensuring fair settlement of valid claims.

o Effectively communicate decisions to customers and provide a clear and understandable explanation of claims decisions and case status

o Handle complex cases and customer complaints within business guidelines, escalating cases in line with departmental processes

o Investigation and / or referral of, potentially fraudulent claims

o Take all steps and precautions to avoid leakage

Requirements

Skills

 Excellent verbal and written communications skills

 Numeracy and literacy to include relevant PC skills - Work & Outlook (essential), Excel (desirable) with accurate and quick keyboard skills

 Commitment to Customer Centricity

 Strong empathy with professional and sensitive client approach

 Effective listening skills

 Excellent call handling & interpersonal skills/influencing and negotiating skills

Good attention to detail and able to work accurately to meet strict deadlines and targets  Exceptionally quality driven

 Excellent decision-making skills

 Ability to strike a balance between demonstrating empathy with the customer whilst conscious of the need to settle claims in accordance to policy wordings

 Ability to remain composed and professional, whilst focusing on the customer when under pressure

 Strong time management and ability to manage high volume workload

 Assertive and confident in dealing with people at all levels

 An effective team worker who demonstrates an ability to take ownership and responsibility for resolving issues / problems

 Strong work ethic, with commitment and drive for continuous learning and development

 Promote the best image of the Company through a professional manner, personal appearance and behaviour and adhere to company standards and procedures. Maintain the highest level of personal conduct

 Understand and follow departmental procedures and processes and participate in initiatives and contribute to the continuous development of the claims process by identifying opportunities for product development and process improvement.

 Accurately report and adhere to quality and KPI metrics on a monthly basis by implementing development needs as communicated by the Quality Team

 Maintain a good understanding of the claims IT systems

 Maintain a good knowledge of policy wording, underwriters’ approaches and their application to claims

 Ensure compliance with FCA, Central back of Ireland and regulatory requirements, including adherence to the Consumer Protection Code, as well as DPA and GDPR

 Provide back-up and support to other Operational functions as required

Educational Requirement

 Must be working towards or a qualified APA qualification as a minimum insurance educational

requirement

This job description is not exhaustive and is intended to be a guide to the principle duties of the post only. It may be amended at any time with the agreement of the post hold and line manager.

About us: Our story

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.

We have been bringing innovation to the market since inception - from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.

Equal Opportunities: Our commitment to inclusion

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

If you need any extra support throughout the interview process, then please email us at [email protected]

Reward & Benefits: What's in it for me?

You can look forward to a competitive salary and benefit plan including but not limited to:

• Employee Assistance Programme (EAP)

• Priority Pass Membership

• Workplace Pension Scheme with company contributions

• VHI Healthcare Membership

• Group Life Assurance (4× annual salary)

• Cycle to Work Scheme

• Length of Service Awards

• Vision Care Allowance

• Free onsite parking in Kells