FNOL Case Handler Chorley, England
Job description
Our client is seeking a First Notification of Loss (FNOL) Case Handler.
As a member of the FNOL team, you will be the first point of contact in taking information regarding road traffic accidents and advising the customer of the next steps and how we can help.
You will usually be the first point of contact the customer has, so good customer service skills, patience and empathy are important.
Reporting directly to the operations manager the jobholder will handle new motor claims in accordance with the company process. There will be a necessity to manage referrer and customer expectation and work with them until a decision regarding the provision of services are finalised.
The role will be office based in Chorley however upon successful completion of probation, hybrid working will be an option; 3 days in the office and 2 from home.
Main Duties Include:
- Deal with FNOL calls and other incoming enquiries from clients in a professional and timely manner, ensuring that information is captured fully and accurately to determine future handling.
- Investigating what happened in the accident with the client, creating complete and accurate record from your discussions.
- Undertake initial liability investigations to triage a liability outcome that dictates next steps in the claims process.
- Handle claims with good technical knowledge and an ability to use common sense and use initiative when gathering evidence or approaching problem solving
- Work with case management and portal systems, to accurately record, and update client data and inhouse systems.
- Respond to all customer queries and understand requirements in a professional, welcoming and positive manner to provide a customer support service that creates and maintains high scoring NPS, Trust Pilot or other feedback.
- Ensure that Clients and Business Partners are kept updated on all claims.
- To always produce any documentation or correspondence to the company standard
- To achieve individual KPI’s and SLA’s.
- Comply with all company rules and procedures especially those relating to health & safety, FCA Compliance and data protection with an obligation to remain informed and up to date on all such matters.
- To undertake any other duties consistent with the role.
Skills Required
- Enthusiastic and self-motivated individual.
- Excellent communication skills with ability to explain complex information simply.
- Ability to work and thrive in a fast-paced environment working well under pressure.
- Well-organised and conscientious with ability to plan and monitor work tasks.
- Strong decision maker with the confidence to act under own authority on behalf of the company.
- Personable and positive outlook with ability to handle emotive customer situations.
- Previous FNOL claims handling experience is preferred but not essential.
Experience:
- Knowledge of Microsoft Applications
Qualifications:
- GCSE’S grade 4 in Maths and English
Additional Skills:
- You are a reliable, dependable and punctual member of a team.
- You take ownership of your tasks and are willing to go the extra mile.
- You enjoy helping a variety of people and building relationships.
- You are looking to develop skills, learn and progress.
Salary: £22,000 - £24,000k DOE
Job Type: Full-time
Salary: £22,000.00-£24,000.00 per year
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Chorley: reliably commute or plan to relocate before starting work (required)
Application question(s):
- How many years of Automotive Claims Handler experience do you have?
Work Location: In person
Reference ID: Case Handler
