Claims and Customer Service Administration Officer (SO1)

Customer Service And Sales


Description

Key Responsibilities

Financial
• Raise and action all assessment and repair invoices with warranty and motor vehicle claims
• Complete all cancellations for insurance policies in accordance with business and regulatory requirements
• Pursue, reconcile and remit all recoverable debt within the claims environment via email, phone and postal correspondence
• Manage internal and external reconciliation requests and address any outstanding queries with recommendations to the Team Leader

Strategy
• Collaborate with peers across the business to support change within the Claims and Customer Service environment by utilizing a coordinated approach to deliver best practice results and consistently deliver high levels of customer service to Ensure Eric business goals and objectives are met

Business Process
• Ensure all cancellations, endorsements and policy maintenance functions are completed in accordance with business, partner and regulatory obligations
• Provide support where required to settle claims with a view to minimising claims costs and maximising recovery opportunities
• Prepare and cascade outstanding new business policy reports, cancellation reports, and queries for both internal and external teams
• Complete reporting requests as directed
• Scan and allocate all mail to relevant claims consultant
• Manage Customer Service and Underwriting inboxes to ensure all customer and business partner queries are managed to a high level of satisfaction and within KPI

Customer
• Provide high levels of customer service and focus on all customer interactions (written and verbal) to ensure these result in clear outcomes
• Listen effectively and identify/respond in turn to all stakeholder queries to ensure claims administrative functions are actioned and resolved as per business requirements
• Liaise on a daily basis with Eric Service providers via email, fax mail and telephone as directed by the Team Leader
• On a daily basis ensure all set claims work tasks are achieved
• Deliver upon all KPI’s in line with performance standards

Growth and Development
• Undertake appropriate training and development to ensure a high standard of work is achieved
• Ensure learning record is compliant and up to date

Accountability and extent of responsibility
It is the responsibility of both the manager and incumbent(s) of the position to ensure the employee(s) performing the position will meet compliance requirements of:
• Relevant laws and regulations;
• Industry codes; and
• Company policies, procedures and standards

Qualifications and Experience
Experience:
Essential:
• Customer service experience and orientation
Desirable:
• Recoveries/ Debt Collection experience
• Previous experience in a similar role
Organizational/Industry Knowledge