Hastings Home Fnol Advisor (Remote)

OUTsurance Shared Services is a customer-centric financial services company with a global foot print. We are vibrant, successful and values orientated with an awesome dynamic culture encapsulated by the ethos that clients and staff “always get something OUT.” Our success can be attributed, amongst other things, to the outstanding people that work for us.

Job Description

Make a difference for our customers;

• By capturing data pertaining to new claims for customers that call in after having an incident with their vehicle.
• Performing this role by giving excellent customer service by empathising with the customer’s situation and have an eye for detail to get all the relevant information ensuring the claim goes as smoothly as possible.
• You will also be providing AWESOME SERVICE to customers with existing claims by assisting them with any queries or updates required. These customers are based in the United Kingdom.
• Meeting Customers’ fair and reasonable expectations, providing professional assistance and awesome service in all interactions.

Maintain effective customer service by developing a positive relationship, placing customer at ease and ensuring customer satisfaction and loyalty.

Qualifications

• Minimum Matric Qualification or equivalent qualification (already SAQA certified)
• 6 months International Call Centre experience

Additional Information

Accountabilities

• Responsibility for managing a portfolio of claims with varying complexity. To achieve the optimum outcome in line with Hastings 4CS.
• To act as a technical referral point for their colleagues, our suppliers and all internal stakeholders.
• Responsible for ensuring claims are adequately reserved, loss coded, managed effectively to enable accurate pricing and reserving.
• Maintains, updates and navigates various system platforms i.e., Fintech , GW and respond.
• As directed by the leadership team achieve outcomes that places Hastings as a market leading home claims handling function.
• Work with the Claims Team Leader to maintain best practice documents on technical applications for buildings, contents, recoveries and subsidence.
• Handle and resolve complaints including FOS referrals, ensure that that any changes are feedback to the relevant parties as best practice.
• Ensure that you are meeting customers’ fair and reasonable expectations and provide fair outcomes. Appropriately question and challenge peers and managers where processes and procedures do not meet these expectations and any activity that does not place customers’ interests at the heart of how we do business.
• Ensure that self and direct reports if in place achieve and demonstrate levels of competence required to fulfil job requirements.

• Fluent in English communication skills.
• Stress tolerant
• Takes ownership and responsibility
• Excellent administration skills (multi-skilled by capturing information on the system whilst interacting with the customer in a professional manner)

Skills Knowledge & Experience

• Customer service experience, telephony based
• Understanding of general insurance and claims
• Able to communicate and work remotely – using all available online tools i.e. MS teams, systems
• Complies with consumer duty when dealing with/advising customers – can relay technical context and rationale to any given situation i.e. weather
• Can work efficiently and accurately, in line with SLAs and targets, to interpret, track and allocate incoming claims.
• Strong system skills, ability to navigate and update multiple platforms simultaneously
• Strong written and verbal communication skills – can build strong relationships with internal colleagues, external suppliers and Customers.
• Will develop a good understanding of the value and impact of our work for customers, our team and the wider business
• Understands how to appropriately identify and support of vulnerable customers
• Understanding of general insurance and claims

Working Hours

You will be required to work the following days and shifts based on a pre-determined roster:

• 3 weekdays for 8 – 9 hours, between 09:00 to 23:15 (combination of days from Monday to Friday)
• Saturdays from 10:00 to 19:45
• Sundays from 11:00 to 19:15
• The successful candidate must be flexible to allow for possible variations to the above mentioned working hours

Training

You will be provided with 6-8 weeks of training which will be facilitated on-site. The training will be a combination of in class and academy learning (listening to calls and live coaching). Your training may occur during the day or during evenings/nights. You are required to achieve the minimum pass marks on assessments before you move onto the next phase of training and an overall pass rate at the end to pass out of Academy. Failure to do so may lead to termination of employment.