Konecta
Claims Handler
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Hours
40 paid hours per week.
Shifts
Normally 8.30am – 5.00 pm or 8.00am – 16.30pm, Monday to Friday. This is subject to change.
WHO WE ARE
Konecta is a leading innovative global service provider in customer management business process and digital outsourcing, with 120,000 passionate employees working in 30 languages across 4 continents and 26 countries.
Focusing on the unique needs and opportunities of each industry, Konecta offers a full range of end-to-end customer management solutions – including acquisition, retention, customer service, technical support, and collection – all based on a sustainable business model. These services are built on a portfolio of world-class expertise covering customer experience and process management, digital solutions and cutting-edge technologies.
Headquartered in Madrid, Konecta delivers global revenues of €2 billion with more than 500 clients, covering some of the biggest names in telecoms, energy, banking, mobility, retail, and e-commerce.
Main Purpose of Role
Your role will be to deliver an exceptional level of customer experience for all customers.
As the products are highly regulated, the environment we work in is highly regulated with maximum focus on TCF (Treating Customer Fairly) and FCA regulations and Maltese regulations.
The Claim Handler will primarily be investigation and handling customer claims and appeals and complaints. In addition to this they will be required to answer customer telephone calls, work and investigating other appeals and complaints, deliver coaching sessions, handle Customer expressions, score calls, claims, admin, appeals and complaints when required by the business.
The role is permanent and will have training and 8 x weeks of Grad bay reviews with the support Manager.
Skills Requirements
- Ability to quickly establish rapport with customer/prospect through the use of approachability, empathy, addressing the customer by name & intelligent questioning
- Ability to assimilate, relay & provide information whilst paying close attention to detail
- Ability to investigate and respond to customer queries and complaints via email or letter.
- Ability to investigate and handle customer claims.
- Ability to score call, admin, complaint and claims cases
- Ability to remain positive, courteous & professional at all times
- Focus on customer to deliver the FCA guidelines, Maltese regulations and fundamentals that SIIL/UIB require at all points making sure the customer is treated fairly.
- Ability to communicate and empathise and a real willingness to help.
- The ability to stay focused and controlled and organised,
- You will be expected to complete additional duties when required.
- To support the team and Support Manager to achieve the QA targets and SLAs
- To support the team and Support Manager to achieve the complaint targets and SLAs
- To support the team and Support Manager to achieve the claim targets and SLAs
- To be clear about what ‘great’ sounds, looks and feels like!
- To meet all productivity targets set
- To demonstrate a willingness to learn and have fun at work!
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Fluent in English and German - Essential
Fluent in either Spanish/Italian/French - Desirable
Fluent written communication in English and German - Essential
Good organisation skills - Essential
Able to work independently and manage their own time - Essential
Good communicator - Essential
QA scoring experience - Desirable
Dealing with customers by email and letter and telephone experience - Essential
Claim handling experience - Desirable
Rapport and Empathy building skills - Essential
Previous experience working in the insurance industry - Essential
Focused on quality and the right customer outcome - Essential
Complaint handling experience - Desirable
Team player - Essential
What are we looking to achieve?
- Ensure we are delivering an exceptional level of customer service.
- All QA targets are met every month.
- All Complaint targets are met every month
- All Claim targets are met every month
This list is not intended to be exhaustive, and other duties may be required from time to time as deemed reasonable by the business.
Who are Stonebridge International Insurance Limited (SIIL)?
Stonebridge International Insurance Limited (SIIL) is a financial services company, specialising in Accident Insurance Plans across Germany, Italy, France, Spain and the United Kingdom. It is part of the Embignell group.
Website: https://www.stonebridge-insurance.com/en/home/
Stonebridge International Insurance Limited is authorised and regulated by the Financial Conduct Authority, firm reference number 203188. Also registered as a data controller with the Information Commissioner’s Office, number Z529126X.
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Who are UIB Cell (UIB)?
Advent Insurance PCC Ltd – UIB Cell (UIB Cell) was established in 2016 and is regulated by the Malta Financial Services Authority. It is a financial services company, specialising in Accident Insurance Plans across Germany, Italy, France and Spain It is part of the Embignell group.
Advent Insurance PCC Ltd – UIB Cell. Advent Insurance PCC Ltd – UIB Cell is authorised under the Insurance Business Act 1998 to carry on general insurance business and is regulated by the Malta Financial Services Authority. Registered office: The Landmark, Level 1, Suite 2, Triq L-Iljun, Qormi, Malta, QRM3800. Registered in Malta No. C52394
Position in Organisation
The Claim Handler will report into the Support Manager and will have various support from colleagues which will always be on hand.
Operational Days and Hours
With given notice, Konecta reserves the right to change your working hours.
Please note that whilst you will be supporting the contract, whose opening hours are 8.00am - 5.00pm Monday to Friday, your Konecta contracted hours will be 8.00am - 10.00pm Monday to Sunday. You may be required to cover evenings and weekends when required by the business.
You will need to attend training, meetings, comms days etc in the office or another location when required or requested.
Systems & Training
The training period for the Claim handler role is about 8-12 x weeks. During this time, you will be trained on how to use the systems, the products, the processes, the FCA and Maltese regulator and the service levels and targets we need to achieve for all areas. You will also need to pass the required accreditations for all areas.
There will be on-going training throughout your employment as and when required.
Opportunity for Growth
Across the campaign the team will have SMART objectives. These will be communicated by the manager (on behalf of the client). Growth and development are encouraged and supported and over time
The Claim Handler will have the opportunity to progress their role and take on additional duties/tasks.
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