Customer Service Advisor

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Respond to telephone inquiries in accordance with WNS protocols

• Manage incoming First Notification of Loss calls related to motor insurance claims

• Deliver a calm, professional, and reassuring experience for customers

• Accurately capture details regarding incidents, vehicles, drivers, passengers, and third parties

• Clarify claim procedures and set customer expectations throughout the claims process

• Prioritize tasks and manage workload within established service levels

• Evaluate claims and collect information necessary for liability determinations and settlements

• Negotiate claim settlements following company guidelines and authority limits

• Refer complex, high-value, or sensitive cases for further review

• Recognize potential indicators of fraud and raise relevant concerns

• Address customer complaints effectively

• Provide policyholders with timely updates both verbally and in writing

• Maintain precise claim records and complete necessary administrative duties, including email communication and system updates

• Actively manage a portfolio of claims, ensuring files are organized and current

⛳️ Requirements

• Availability to work on either Saturday or Sunday, as well as on Bank Holidays

• Commitment to attend all four-week training sessions scheduled from Monday to Thursday, 16:00–22:00

• Exceptional communication and customer service abilities

• Capacity to remain calm and empathetic while assisting customers in challenging situations

• High level of attention to detail and accuracy

• Strong organizational and time management capabilities

• Proficiency in making informed decisions and adhering to established processes

• Comfort in a fast-paced work environment

• Previous experience in customer service, contact centers, insurance, or claims handling is a plus but not mandatory

• Adherence to FCA regulations, data protection laws, and internal policies

🏝️ Benefits

• Comprehensive training and continuous support

• Opportunities for career advancement and development

• A friendly and collaborative work atmosphere

• Flexible shift options

• Access to employee benefits and wellness support programs

• Valuable experience in the insurance and claims sector