Commitment requirements: Applicants must be prepared to work either Saturdays or Sundays plus bank holidays. Times are negotiable and will be discussed during the interview process.

Flexibility may be required during the initial training period (up to 35 hours per week).

Basic Purpose & Function

This role is integral to excellent customer service for our insurance clients. Responsibilities include:

• Answering and managing calls efficiently and professionally under WNS’ processes.
• Handling first-notification-of-loss (FNOL) calls for motor insurance claims with empathy, accuracy, and efficiency.
• Negotiating claim heads of agreement within service-level agreements (SLAs) while maintaining economic terms and stringent quality standards.
• Proactively managing policyholders through claims, from incident details to settlements.

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Key Responsibilities

Customer Interaction & Call Handling

• Answer telephones promptly and ensure professional sign-offs under WNS’ procedures.
• Deliver a calm, reassuring, and clear experience to distressed customers involved in incidents.
• Capture detailed incident documentation, including:
  • Vehicle details
  • Driver records
  • Third-party involvement (if relevant)

Claims Processing & Compliance

• Maintain full compliance with:
  • Industry regulations
  • Internal policies
  • Data protection standards
• Assess call urgency and appropriate escalation for complex or priority claims.
• Fraud detection – critically evaluate circumstances to detect potential fraud and report concerns internally.

Case Management & Administration

• Prioritise workload effectively, managing time schedules and claim portfolios.
• Proactively maintain an organised and updated claims portfolio.
• Produce accurate correspondence, manage emails, and document claim progress.

legal Negotiation & Settlement

• Conduct thorough liability enquiries to determine optimal settlement terms for clients.
• Update policyholders (both verbally and in writing) on claim status.

Complaint Handling

• Resolve customer complaints within company procedures.

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Requirements

• Education: High School diploma or equivalent (minimum requirement).

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(Note: Additional skills, software knowledge, or equivalent experience would be advantageous, but not mandatory.)

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