CLAIM ADMINISTRATOR

Responsibilities will include but not be limited to:

• Answering Inbound emails;
• Handle 1st time resolution Darwin queries;
• Reconciliation of 1st time resolution provider data;
• Delivering a high standard of quality on all helpdesk tasks; working with relevant deadlines and a high standard of quality in-call handling and call logging; challenging processes and showing assertiveness to achieve results and client satisfaction
• Meeting and exceeding call centre KPIs both individually and as part of a team
• Handling and recording complaints to FSA standards and timeframes
• Follow and adhere to a schedule of work that is subject to change dependent on the demands of the business and our seasonal peak work schedule
• Having a correct understanding of any legislation processes and any regulatory changes
• Support peers in delivering urgent requests and re-prioritisation of work load where needed;
• Log all utilisation to meet business targets;
• Work closely with your Team Leaders and Quality Assurance Team to meet your objectives and improve based on the feedback received

1.  Education, Training Qualifications

• University or college graduate.
• Fluent English (4 skills)

2. Soft Skills

• A team player, able to work under pressure, plan and organise well
• Computer literacy
• Strong attention to details with a quality mind-set
• Proficient in Microsoft Excel
• Good social skills, confident in speaking to people and dealing with challenges
• Strong ability to deal with difficult calls, both from vulnerable customers and those complaining

• Competitive salary package
• 13th month salary
• 14 days of annual leave
• Accidence insurance 24/7
• Team building activities, events, gifts, etc.
• Active and professional environment
• Other benefits following Labour Code and Social Insurance Laws