Collinson Hiring For Customer Service Advisor at Kells, County Meath Full Time

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.

We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.

The role:
To assess and settle insurance claims promptly and efficiently, whilst providing an excellent level of customer service at all times, maintaining high standard of customer engagement through prompt and proactive responses to all claims phone and email queries, whilst adhering to strict deadlines and service level agreements.

Key Responsibilities:
Call and Correspondence (including email) Handling-Handle all customer calls and emails enquiries promptly and efficiently

Call and Correspondence (including Electronic Mail) Handling

• Ensure delivery of exceptional customer experience throughout all communication channels

Obtain all necessary information from the caller to register new claims and secure an accurate understanding of the circumstances of the claim and inform the client, in accordance with department guidelines, of the correct procedures to submit or progress a claim

• Accurately record case data and ensuring proactive case progression

Claims Assessments

Proactively handle all claims assigned optimising ongoing file ownership, where possible, to final resolution.

Assess claims promptly and efficiently using up to date and most appropriate methods such as tele-claims and conversational claims

Investigate, negotiate and settle claims within an agreed authority level, KPIs and timeframes, ensuring fair settlement of valid claims, referring to any applicable Claims Philosophy outlined by departmental processes

Effectively communicate decisions to customers and provide a clear and understandable explanation of claims decisions and case status

Handle complex cases and customer complaints within business guidelines, escalating cases in line with departmental processes

Investigate and / or referral of potentially fraudulent claims

Take all steps and precautions to minimise leakage

Preparation of quotes for dental treatment plans

Liaison contact with network dental practices

To escalate Network issues as appropriate with full case background

Experience and Knowledge required:
Previous experience in a customer-focused environment.

Excellent verbal and written communications skills

Numeracy and literacy to include relevant PC skills – Work & Outlook (essential), Excel (desirable) with accurate and quick keyboard skills

Strong empathy with professional and sensitive client approach

Effective listening skills

Excellent call handling & interpersonal skills/influencing and negotiating skills

Good attention to detail and able to work accurately to meet strict deadlines and targets

Strong time management and ability to manage high-volume workload

Assertive and confident in dealing with people at all levels

An effective team worker who demonstrates an ability to take ownership and responsibility for resolving issues / problems

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

In your application, please feel free to note which pronouns you use (For example – she/her/hers, he/him/his, they/them/theirs, etc).

If you need any extra support throughout the interview process, then please email us at [email protected]

We also have our very own Beacons (Domestic Abuse Advisors) supporting within each of our global offices. Our Beacons will be your point of contact if you or someone you know needs support.