Pet Claims Adviser - Harrogate, United Kingdom - Jigsaw Insurance

Jigsaw Insurance

Verified Company

Harrogate, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Pet Claims Adviser

The Pet Claim's Advisor will provide an efficient and professional service to assist our customers when making a pet insurance claim and assisting the pet assessment team in requesting information from both veterinary practices and policyholders.

At Jigsaw, part of the PIB Group we work hard to ensure our culture is collaborative, social, energetic and fun, providing the best possible environment for creativity and enjoyment when working from the office.

Investing in the development of our people and their wellbeing is of the utmost importance to us, we want to support you and help you achieve your career aspirations.

Our Pet Claims Advisor's work 37.5 hours flexibly over 5 days, this may include Saturday working (currently once every 4th week) working 8.15am - 1.15pm, and a mixture of weekday shifts between the hours of 8am and 6pm.

Working on a hybrid basis consisting of two choices
1 week in the office followed by 2 weeks working from home.
Work full time from the office.

Purpose of role:

To provide an efficient and professional service to assist our customers when making a pet insurance claim. This includes adhering to and achieving the SLA's set by the business.
To assist the pet assessment team in requesting information from both veterinary practices and policyholders
To deal with administrative work regarding claims
To provide support to the Team Leader & Manager where required; including identifying commercial opportunities.
To assist with the handling of breakdown calls during periods of high call volumes.

Summary of Key Responsibilities:

To provide a market leading standard of customer service.
To treat customers fairly in line with FCA requirements.
To understand general insurance procedures and take the appropriate action required
To adapt to varying levels of work volumes and be able to work effectively under pressure.
To demonstrate resilience by maintaining drive and enthusiasm when faced with setbacks.
Assist in compiling both statistics and spreadsheets for the purpose of MI.
To empathise with customers following a pet injury/illness.
To maximise the profit of the business through effective call handling and working to agreed KPIs and performance targets.
To work flexibly to support the business needs.
To successfully handle difficult and contentious calls with customers; this includes being the first point of call when customers wish to raise complaints and to discuss their desired outcome. This is to ensure we are handling calls effectively, managing complaints fairly and within regulatory guidelines.
To identify fraudulent claims / claimants and to refer to the Team Leader and/ or Manager for advice and action.
To handle all aspects of the job efficiently; this then creates a good impression to colleagues, Management, Business partners and customers alike.
To effectively explain policy limitations to our policyholders, whilst providing excellent customer care.
Support the Manager, Team Leader and Account Executives with ongoing service development.
To be able to identify underwriting ambiguities and create request for change documents accordingly; this is in order to reduce complaints/ dissatisfied customers and any loss of business.

Desired Technical Skills:

Is able to prioritise workload in order of importance and to multitask if required.
A basic fair knowledge of veterinary conditions and certain medications is an advantage.
Good computer skills
Good written communication and letter writing skills
Good to comprehensive business and insurance product knowledge is an advantage
Qualifications (Educational & Professional)
GCSE level Maths & English minimum.
PC literate. Working knowledge of Microsoft Word and Excel.

Jigsaw Insurance Services Plc, formed in 2000, is an insurance broker specialising in protecting people and what matters to them.

From car and pet insurance through to breakdown cover, we believe in putting our customers and their needs first. We are headquartered in the pretty town of Harrogate and have grown significantly over the years. Our success is driven through innovation and continuously looking to develop and improve our business.

We are part of PIB Group, which means that we can enjoy the strength and leverage that come with being part of a larger group for the benefit of our people as well as our customers.

Salary Up to £23,400

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