Logging home insurance FNOL claims from start to finish, using multiple complex systems. Taking ownership of complaints before it is escalated to the financial ombudsman. Delivering excellent customer service in a fast-paced environment, going above and beyond the customer expectations which lead to multiple good trust pilot reviews. Ability to deal with vulnerable customers by tailoring my approach to put them at ease with the claims process. Ability to communicatee with loss adjusters, loss assessors, contractors and solicitors via email, telephone and use of online portals.

Ability to use up to several systems to log new insurance policies whilst delivering excellent customer service. Using own initiative to develop knowledge to assist with insurance inquiries. Working in a high-volume inbound call centre, achieving KPI’s whilst maintaining accurate call notes. Ensuring there is a strong attention to detail to avoid mistakes with customer information provided. Ability to use phonetics fluently when capturing customer information. Managing customer mid-term adjustments with policies, taking payment securely.

Dealing with contractors Managing emergency claims from start to finish Handling customer complaints with efficiency to avoid escalation to the financial ombudsman Aiding FNOL staff to confirm customer policy coverage and limitations Working in a high volume inbound and outbound call centre whilst achieving KPI’s Able to be versatile when communicating with applicants and colleagues Providing an efficient and productive service to ensure good customer satisfaction

Able to reassure policyholders and brokers that I deal with the claims efficiently and professionally Resolve all matter of customer inquiries quickly and efficiently to set business targets Updating customer records and carrying out and follow up actions required further to the customer call Communicating with a number of external customers including engineers, police, third party insurers and field investigators I have the ability to form bonds with relationships with customers over the phone and I am very empathetic when dealing with policyholders Dealing with claims from start to finish