Intervention Capture Handler

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