Experienced Claims Agent – Night Shift, Sunday – Thursday, Full Training Provided, Remote Opportunity with Competitive Salary and Excellent Career Growth Prospects
About Workwarp
At Workwarp, we pride ourselves on delivering exceptional customer service 24/7, 365 days a year. Our team of dedicated professionals is committed to providing a high level of service to our customers, and we're now looking for a talented Claims Agent to join our night shift team. As a Claims Agent, you will play a vital role in ensuring that our customers receive the best possible service, and we're excited to offer a competitive salary, excellent career growth prospects, and a remote working opportunity.Job Summary
We're seeking an experienced Claims Agent to join our night shift team, working Sunday to Thursday, 8pm to 4am. As a Claims Agent, you will be responsible for receiving and processing claims, providing excellent customer service, and ensuring that all claims are processed accurately and efficiently. You will work closely with our in-hours teams to ensure that cases are effectively managed and resolved.Key Responsibilities
As a Claims Agent, your key responsibilities will include:- Receiving claims via email and phone, and quickly taking care of the customers' journey, ensuring to select the right track to achieve good customer and business outcomes
- Managing emails and incoming phone calls in line with SLAs
- Ensuring that all information collected is recorded accurately and clearly
- Managing cases effectively, liaising with the in-hours teams with clear communications, ensuring each influence you have on any case is effective and moves the case to conclusion
- Handling incoming post/email
- Ensuring that SLAs and company procedures are adhered to at all times
- Escalating potential fraudulent claims through the appropriate channels
- Escalating complaints through the appropriate channels
- Contributing to and following at all times, the firms policy on Treating Customers Fairly
- Maintaining professional competence by ensuring the department complies at all times with the Training and Competence procedures of the firm
Essential Qualifications and Skills
To be successful as a Claims Agent, you will need to possess the following essential qualifications and skills:- Good basic English and Maths skills (at least GCSE grade C or equivalent)
- Proficient in MS Office
- Reliable, timekeeping
- Ability to learn and competently use different IT systems
- Accuracy and attention to detail
- An organised approach and good time management skills
- Cooperative team player
- Ability to work collaboratively within a team environment
- Confident with verbal and written communication skills
- Able to deliver good customer service
- A responsible attitude towards the handling of information, including the ability to collect, analyse and summarise information
- Strong organisation skills with the ability to work to a high standard towards deadlines & SLAs
- Excels at operating in a fast-paced environment
- The ability to effectively manage own caseload
Desirable Qualifications and Skills
While not essential, the following desirable qualifications and skills would be beneficial for the role:- Ability to prioritise their own workload as well as that of others, to work on their own initiative and to identify improvements on an ongoing basis
- Ability to persuade and influence others
- Ability to problem solve and generate and build on new ideas
- Excellent coaching and mentoring skills to develop others
- Thorough understanding of FCA regulations
- Experience of developing and implementing process change; reducing contact centre costs and improving performance
Expected Behaviours
As a Claims Agent, you will be expected to demonstrate the following business values at all times:- Customer First
- Always improving
- Show professionalism
- Shared purpose
- Make a difference
What We Offer
As a Claims Agent with Workwarp, you will enjoy a competitive salary, excellent career growth prospects, and a remote working opportunity. You will also have access to:- Full training and development opportunities
- A supportive and collaborative team environment
- The opportunity to work with a leading company in the industry
- A comprehensive benefits package, including a competitive salary, pension scheme, and annual leave