1. Ensure I respond to and validate all customer claims and queries, whether using the paperless or paper based process, in an efficient manner and within the specified timescales following the company’s procedures at all times. 2. Liaise with repairers/suppliers to ensure customer’s claims/fault calls are being fulfilled within the relevant timescales. 3. Complete any required administration tasks including chasers and written responses to customers, efficiently and accurately. 4. Respond to all inbound calls, emails and post relating to general enquiries, updating of policy information, claims notification and payment queries in a professional and courteous manner, ensuring clear and concise information is provided as required. Recording and filing all such matters accurately in the appropriate places. 5. Be able to resolve the majority of customer queries confidently, minimising the need for escalation upwards whilst acting within your own authority levels, referring upwards when outside of these authority levels. 6. Ensure a ‘Treating Customers Fairly’ attitude is maintained at all times, aiming to achieve the best customer experience by providing excellent customer service by: following the correct claims handling processes to ensure we provide reasonable guidance to customers when making a claim, do not put up any barriers and do not reject claims unreasonably

Working as a recovery agent for a credit hire agency. liaising with insurance companies to recover costs.• Collecting and inputting accurate information and documents to proceed with a claim• Identifying reasons why full payment has not been made• Adhering to legal requirements, industry regulations and customer quality standards set by the company• Taking responsibility for productivity and meeting targets• Liaising directly with third party insurers to discuss outstanding payments• Ensuring fair settlement of a valid claim• Prioritising workloads ensuring all tasks completed within time scales • Feedback any regular or recurring issues met with third party companies to enable smooth completion of claims• Working with the team to share best practice and incorporating into every day working processes

Various roles in customer service including team leader and training.• Inputted data using various computer programs• Completing money transfer and refund forms• Providing full confidentiality to all customers• Ensured all customer complaints recorded correctly on databases• Working in a highly regulated environment• Ensured all calls were answered quickly and efficiently, and within the required time scale• Acted as a point of reference for staff members who were dealing with difficult calls• Maintained compliance adherence and checked lending risk on a daily basis.• Ensured that customers received prompt and accurate information in writing and by telephone• Interviewed customers and ensured that they were provided with the correct financial products, including lending and general insurance, to meet their needs• Migrated a brand of High Net Worth customers to a larger demographic• Actively promoted bank products and services to a portfolio of customers