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Claims Support Representative - Leeds, United Kingdom - Solera, Inc.

Solera, Inc. Leeds, United Kingdom

2 weeks ago

What You'll Do

Conduct a thorough evaluation and assessment of customer claims under the terms and conditions of their warranty/guarantee, supporting them through the process taking each claim to resolution.
Work with the wider business giving insight to newly development trends of cases as well as poor/late methods of updating records from our data providers.
Deliver professional and efficient customer service while performing to agreed Service Level Agreement (SLA) and Key Performance Indicator (KPI) targets.
Communicate clearly and effectively both internally and externally.
Accurately record all customer contact and outcomes within designated software.
Monitor the status of claims and claim types to highlight risk management and loss control issues.
Negotiate settlement fees with the customer according to agreed parameters.
Proactively manage both the GDPR and MIAFTR inboxes acting as support for both
Investigate and correct vehicle asset information supporting the data query teams detailing any areas of improvement and following them through to resolution.
At all times adhere to the working processes and procedures for the department and of Solera
Contribute to and maintain knowledge base articles and documents.
Take responsibility for all duties relating to compliance procedures, especially data security.

What You'll Bring

At least 2-4 years' experience and a track record of delivering high quality customer service in a customer focused environment, preferably a contact centre.
Experience of working in a claims capacity is highly advantageous.
Experience of CRM and telephony systems beneficial (preferably Salesforce Service Cloud and NICE CXOne).
Inquisitive and confident problem solver.
Attention to detail including application of product terms and conditions.
Automotive or insurance experience is valued.
Very strong verbal and written communications with an assertive and professional style.
A desire to go the extra mile for customers and take personal responsibility for resolving issues.
High learning agility and ability to apply knowledge learned.

Responsibilities

Reproduce customer environment and run tests
Manage and address electronic tickets efficiently
Liaise between sales team, customer success team, and customers to properly address customer problems
Troubleshoot and configure software and hardware

Qualifications