Customer Service Advisor

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

📋 Description

• Respond to telephone inquiries and conclude conversations in line with WNS protocols.

• Manage incoming First Notification of Loss (FNOL) calls related to motor insurance claims.

• Provide a calm, professional, and reassuring experience to clients following an accident or incident.

• Record details concerning incidents, vehicles, drivers, passengers, and third parties.

• Clarify claims processes and manage customer expectations throughout the claim journey.

• Prioritize tasks and manage workload within established service level agreements.

• Evaluate claims and collect information to aid in liability assessments and claim resolutions.

• Negotiate claim settlements in accordance with company policies and authority limits.

• Escalate complicated, high-value, or sensitive cases as necessary.

• Recognize potential fraud indicators and raise any concerns.

• Ensure adherence to FCA regulations, data protection laws, and internal policies.

• Address customer complaints effectively.

• Keep policyholders informed both verbally and in writing.

• Maintain precise claim records and complete administrative duties, including email correspondence and system updates.

• Actively manage a portfolio of claims, ensuring files are accurate, organized, and up-to-date.

⛳️ Requirements

• Exceptional communication and customer service abilities.

• Capacity to remain calm and empathetic when engaging with customers in challenging situations.

• Strong attention to detail and precision.

• Effective organizational and time management skills.

• Ability to make informed decisions and operate within established processes.

• Comfortable in a fast-paced work environment.

• Candidates must be available to work on either Saturday or Sunday, as well as on Bank Holidays.

• Applicants must attend all training sessions, which occur Monday to Thursday from 16:00 to 22:00, over a four-week period.

• Must have the right to work for any employer in the UK.

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

• Candidates will be required to undergo vetting/background checks if offered the position.

🏝️ Benefits

• Access to a range of employee benefits.

• Wellbeing support initiatives.

• Option for remote working.

• Flexible shift patterns available.

• Comprehensive 4-week training program.