Intervention Capture Handler

Manchester/Chelmsford 

The Company

My client is a leading and expanding motor insurance group who are a modern and progressive group of companies incorporating major names in the automotive and insurance industries, who are currently recruiting for their Intervention team

Duties:

To pro-actively triage intervention leads from a range of sources that may be suitable to be captured within our intervention scheme

Where appropriate exhaust lines of enquiry to establish telephone contact with the non fault claimants and establish their vehicle damage and mobility needs

Determining the best route of settlement taking into consideration the customers needs, economics and vehicle down time.

The ability to find alternative outcomes if issues arise

Where contact is made with claimants explain the range of services offered and use objection handling skills as appropriate

Where services are accepted by the claimant manage the fulfilment of the required services to conclusion including exploring alternative settlements such as cash outs for damage and mobility

Establish any other aspect of loss and handle those aspects to conclusion within the team

To accurately validate vehicle and identity documents

Raise accurate payments to claimants

Manage multiple workflows for the different stages in the claimants claim journey to SLA

Maintain accurate housekeeping on external and internal systems

Build good relationships with claimants, suppliers and internal stakeholders

Work within a team in a fast paced environment

Working to targets and goals

Understand the SLA's and KPI's of the department and ensure adherence to these standards.

To work closely with colleagues within the company to deliver consistently high levels of service

To support and adhere to the company's values and policies in a professional manner

To ensure quality, service standards and productivity levels are maintained to a high standard

To undertake projects and to be able to deliver within agreed timescales

Skills:

Must be confident in the use of the telephone and have solid call management and rapport building skills

A good understanding of claims process, intervention and credit hire

Be capable of following internal guidelines to ensure records are well maintained.

Excellent organizational skills

Capable of producing accurate and high quality documents and correspondence

Be capable of working as part of a team and as an individual

Excellent Microsoft skills

Have Strong work ethic

Professional