Motor FNOL, UK

About ReservReserv is an insurtech creating and incubating cutting-edge AI and automation technology to bring efficiency and simplicity to claims. Founded by insurtech veterans with deep experience in SaaS and digital claims, Reserv is venture-backed by Bain Capital and Altai Ventures and began operations in May 2022. We are focused on automating highly manual tasks to tackle long-standing problems in claims and set a new standard for TPAs, insurance technology providers, and adjusters alike. We have ambitious (but attainable!) goals and need people who can work in an evolving environment. If building a leading TPA and the prospect of tackling the long-standing challenges of the claims role sounds exciting, we can't wait to meet you.About the roleAs a Customer Experience Specialist at Reserv, you will be an integral part of our dedicated team focused on providing exceptional service to our customers during the insurance claims process. You will handle motor ‘FNOL’ by phone and email inquiries, provide support, and ensure a smooth and positive experience for all involved parties as they navigate their claims journey. Your expertise in insurance and claims will enable you to deliver exceptional, empathetic assistance.What you'll doServe as the primary point of contact for customers, providing professional and compassionate assistance throughout the claims process via phone, email, and other communication channelsAnticipate the customer needs and take action to manage the process to full resolutionProvide guidance and information to customers regarding the claims process, taking any additional steps necessary for the prompt and accurate resolution of their claimsDevelop and maintain a solid understanding of claim procedures to provide accurate and consistent information to customersAccurately record and update customer information, claim details, and related documentation in our internal systems, ensuring data integrity and adherence to company protocolsIdentify and address customer concerns, complaints, and disputes with empathy and professionalismWork collaboratively with internal teams to investigate and resolve complex issues, escalating matters when necessary to achieve timely resolutionsStrive to exceed customer expectations by delivering exceptional service, actively listening to customer feedback, and proactively seeking ways to improve the customer experienceAdhere to company policies, procedures, and regulatory requirements, ensuring the privacy and confidentiality of customer information at all timeQualifications5 GCSE’s or equivalent, insurance certifications are a plusPrevious experience in customer service within insurance or a call center environment with a focus on claims; high volume, fast-pacedStrong knowledge of insurance claims processes, terminology, and best practicesExcellent communication skills, both verbal and written, with the ability to explain complex concepts clearly and empathetically to customersActive listening skills to understand customer needs, concerns, and emotions, and respond appropriatelyStrong problem-solving and critical-thinking abilitiesProficiency in using customer relationship management (CRM) systems and other relevant software applicationsEmpathy, patience, and resilience to handle challenging customer interactions with professionalism and composureStrong organizational and time management skills to prioritize tasks and meet deadlines effectivelyEnjoy telephone conversationsBenefitsGenerous health-insurance package with nationwide coveragePension plan with employer contributionsIndustry Qualifications paid by us (after a qualifying period)Competitive holiday / leave policy in addition to bank holidays – we want our employees fresh, healthy, happy, and energized!Work from anywhere to facilitate your work life balance paired with frequent, regular corporate retreats to build team cohesion, reinforce culture, and have funApple laptop, large second monitor, and other quality-of-life equipment you may want. Technology is something that should make your life easier, not harder!At Reserv, we value diversity in backgrounds, perspectives, and life experiences and believe that diversity in viewpoints and critical thinking drives innovation, first-principles thinking, and success. We welcome applicants from all backgrounds and encourage those from all walks of life to apply. If you believe you are a good fit for this role, we would love to hear from you!Originally posted on Himalayas