Claims Handler - Tonbridge
Company Overview . Who we are
Trinity Claims is a claims management company based in Tonbridge, that designs and delivers claims strategies to meet the needs of our partners. Our team consists of talented professionals with a proven track record in leading and delivering change in insurance companies. We have a leadership team dedicated to growing the business, with a family feel and a welcoming culture who are all focused on delivering the best services for our customers.
Role Overview. Why Join us
To advise policyholders on general queries and insurance claims issues for relevant or related peril, and to provide world class, full lifecycle claims handling and to act as the primary customer contact in managing a portfolio of fast-moving, household claims
Key Responsibilities & Accountabilities - What you will do:
- Advise policyholders on general queries and insurance claims issues for relevant or related peril
- Build policy-holder confidence by developing rapport and listening to each and every policy holder specifically.
- Check that the policy covers the claims.
- Take a methodical approach to each claim and working through the processes with each policy holder.
- Request and gathering documents and information from customers such as receipts, photographs, or accident reports.
- Arrange for payment to be made within authority levels.
- Manage a high-volume portfolio of fast paced claims through prioritising by individual circumstances from set up to settlement.
- Liaise between internal teams, third party suppliers and policy holders, ensuring that all are updated to ensure the smooth and timely progression of claims.
- Perform basic fraud checks and escalating any fraud alerts or suspicious circumstances to the Counter Fraud team.
- Manage multiple activities by prioritising important and urgent tasks whilst maintaining the focus on the policy holder.
- Negotiate settlement of claims both verbally and in writing.
- Assist with overflow calls during peak times where necessary.
- Constantly seek improvements in how we deliver excellent customer service.
- Ensure that SLA’s and KPI’s are met and maintained consistently.
- Undertake any individual or team task or activity reasonably requested and in line with the company values
Person Specification
Experience & Knowledge
- At least 2 years of experience in a Customer Service Role
- Previous claims experience is desirable but not essential
Skills & Abilities
- Excellent verbal and written communication skills
- Good organisational skills
- Accuracy and attention to detail
- Tact and assertiveness when dealing with Supplier/Surveyor Network
- Ability to work well under pressure and meet deadlines
- PC literate with good administrative skills
- Ability to take on increased ownership and responsibility when necessary
Personality & Motivation
- Helpfulness and a passion for customer service
- High energy levels
- Positive approach
- Team player
- Drive and enthusiasm for meeting targets
- Empathy and understanding
- Confidence & a professional attitude
In return, we can offer you:
Basic Salary £22,500-24,000 (DOE) as well as market leading benefits.
25 days Annual leave plus statutory holidays.
Rewards:
- On-site gym
- Free on-site parking
- Free on-site breakfast bar
- Complimentary on-site snacks and soft drinks
- Discretionary performance related bonus
- Life insurance cover
- Enhanced company pension scheme
- Cycle to Work Scheme
- Employee of the month & employee of the year awards
- Refer a Friend scheme
- An extra day’s holiday for your birthday
- Paid volunteering/charity day a year
- Support in your development and wellbeing, including an Employee Assistance Program (EAP)
- Eye test vouchers
- Training and development opportunities at all levels through Trinity Academy and Apprenticeship programs
- Social events
Application deadline: this position will remain open until we have found the right person for the job.
We kindly request that no agencies contact us regarding this position. Speculative CVs will not be accepted.
Trinity Claims is an equal opportunities employer and we positively encourage applications from suitably qualified and eligible candidates regardless of your gender, age, race, disability, ethnic background, religion or belief, sexual orientation, gender reassignment, marital status, or pregnancy and maternity.
