POSITION OVERVIEW

• The Claims & Resolutions Officer is responsible for managing damage incidents in a timely and cost-efficient manner.
• The Claims & Resolutions Officer is responsible for developing strong customer relationships that promote retention and loyalty to business. It is essential to work closely with customers in a fair and reasonable manner to ensure they are satisfied.
• This Claims Resolution and Recovery Officer is also responsible for debt collection, liaising with the company’s debt collection agencies and courts, putting together all the relevant information and documentation, following up on cases and reporting on results.

ABOUT THE ROLE

• Managing claims incidents for owners on the platform
• Managing disputes between owners, hirers and the insurer
• Working with key stakeholders in the claims and resolutions process
• Working with Senior Management to maintain appropriate claims loss ratio
• Working with our insurance partners to resolve claims incidents in a timely and cost-effective manner
• Continuously improving insurance processes
• Educate and communicate with the Customer Success and Retail Reservation teams on insurance policies and processes
• Escalation point for issues relating to insurance between the business and customers with our insurance providers
• Advise customers on insurance matters
• Relationship building across each country with appropriate stakeholders
• Other ad-hoc projects as required by the company or management.

ABOUT YOU

• 2 years or more experience in a claims/insurance or finance industry role
• A proven record of providing excellent customer service
• Exceptional listening and communication skills and the proven ability to build rapport with customers and service providers
• Enjoy working in a dynamic and changing environment
• Strong problem-solving, resolution, negotiation and decision-making capabilities
• Demonstrated damage incident acumen, sound judgement and cost management awareness
• Effective workload time management skills with the ability to priorities tasks and achieve a commercial balance between speed and quality
• Self-motivation, accountability for own achievement of required damage incident outcomes and own contribution to team outcomes
• Eagerness and ability to learn quickly and to share learnings with team members

Please refer to job description.