At this level, role holders manage all level complaints and deal with customers, providers and other third parties when required using any of the communication channels provided such as phone or email.
The claim assessor reports directly to the Claims Manager of the section.
Provide the highest level of customer service, striving for first contact resolution, responding within given timelines.
Good breadth of knowledge on product types and the ability to respond to claims. Reporting to the Claims Manager will be responsible of managing new claims from start to end.
Manage all the administration tasks related to the position : E-mail, Post, Fax, Fulfilment, etc... - Manage all Complaints received and within compliance regulations in each country.
Retention duties : in order to maintain portfolio the team will manage cancellation requests. - Call monitoring and quality review in order to rate Team Performance.
Build relations with internal departments to ensure all resources are utilized to the benefit of the customer, working within the regional benefits and reaching out to relevant service partners where necessary.
Identify potential process improvements and make recommendations to Team manager. - Actively support other team members and provide resource to enable all team goals to be achieved.
Escalation of customer complaints - Point of contact for nominated country clients