Customer Claims Advisor

Hiscox

24d•Hybrid

About The Position

Making claims seamless for our customers is an important part of the claims service we provide. We are looking for candidates who are interested in helping us achieve this and play a crucial role in developing an automated, rules based, claims solution for non complex claims. This is a junior role is ideal for individuals with a strong customer service background, looking to start a career within claims even if they do not have prior claims experience. You'll be part of a team who deliver superb service to our Hiscox customers and brokers whilst maintaining and enhancing the Hiscox reputation for its award-winning claims handling service. You will be required to liaise with key stakeholders, internally and externally and feedback on what is working well with the pilot scheme as well as have input into shaping our claims proposition for the future. Working for the Hiscox claims team you’ll enjoy working in a fast-paced, exciting environment with a high level of autonomy. We encourage people to look for the best way to do things and suggest improvements. It is a place where you can truly make a difference and develop beyond the day job. The team and Team Leaders are invested in both personal and technical development, are trusting, straight-talking and uncompromising when it comes to service.

Requirements

Team player, able to collaborate when volumes are high without compromising service.
Customer centric; understands what exceptional customer service is and wants to deliver it.
Calm and works well under pressure.
Ability to evidence organisational and time management skills.
Results driven, with the energy and determination to succeed in an environment where the pace and quality of response is critical to success.
Hybrid working style with a minimum of 2 days a week in the office and additional days for training and team meetings as required.
Proficient with technology and have a working knowledge of co-pilot and advantage.

Nice To Haves

An interest in studying the CII qualifications.

Responsibilities

Testing rules-based claims automation systems to ensure they function correctly and efficiently.
Providing consistent feedback to other stakeholders.
Deliver world class customer service daily, applying the Hiscox claims philosophy.
Take claim notifications via email handling customers claims in the most appropriate manner.
Reviewing and confirming Hiscox’s policy coverage position.
Validate, negotiate and settle claims fairly and proactively with an emphasis on prompt resolution and ensuring the customer is kept always informed.
Meet pre-defined SLAs/targets.
Demonstrating excellent file handling and claims management through pro-active portfolio management; accurate and timely reserving; effective risk and indemnity costs management.
Work unsupervised and show initiative in your claims handling approach; understand that each customer is different and be able to adapt your style accordingly.
Promoting and delivering a continuous improvement culture within the UK Property Claims team to deliver a superior customer experience, assisting in the continuous improvement of our Claims service by identifying areas of opportunity and helping create innovative solutions.