Hastings Intervention Advisor | Hastings Direct

Company Description
OUTsurance Shared Services is a customer-centric financial services company with a global foot print. We are vibrant, successful and values orientated with an awesome dynamic culture encapsulated by the ethos that clients and staff “always get something OUT.” Our success can be attributed, amongst other things, to the outstanding people that work for us.

Job Description
The Hastings department of OSS will provide outsourced Short Term Insurance Intervention services to 3rd Party Claimants based in the UK and we have vacancies for Intervention advisors based in Centurion. In interventions, you will be required to convince the 3rd party to make use of the Hastings Service Providers to fix their damaged property that our client caused.

Qualifications

• Minimum Matric or equivalent qualification
• Post matric qualifications will be preferred
• Min 6 months International call centre experience

Additional Information

Required Competencies & Personal Attributes:

• To deliver exceptional customer service at the start of the claims journey, a key moment of truth
• Work through registered claims to determine which claimants you can contact to convince them to use the Hastings service providers
• To minimise any case escalation as a resulting liability disputes
• To arrive at an appropriate vehicle valuation when beyond economical repair and negotiate where appropriate (within specific parameters)
• To deliver excellent service to all customers, standing up for what is right
• To clearly explain next steps and make the claims process ‘straight forward’ for 3rd party claimants, helping them understand the complexities of insurance in a non-jargon manner, without acronyms
• To achieve your quality goals on a consistent basis
• Adherence to all general company policies and procedures, which are applicable to all employees.
• Ensure that you (and any direct reports) are meeting customers’ fair and reasonable expectations and provide fair outcomes. Question and challenge peers and managers where processes and procedures do not meet these expectations and any activity that does not place customers’ interests at the heart of how we do business.
• Ensure completion of all training as mandated by the company and regulated by the FCA.
• Ensure that direct reports and self, achieve and demonstrate levels of competence required to fulfil job requirements

Skills:

• Candidate should preferably be from a claims background.
• Exceptional vocation of the English language
• Negotiating
• Convincing
• Financial Decision Making (within specified parameters)
• High empathy in varied and difficult circumstances
• Exceptional Customer Service Skills
• Excellent problem solving skills
• Ability to work collaboratively with stakeholders

Knowledge and Experience:

• Substantial claims experience
• Detailed understanding of general insurance, motor preferred
• Customer Service experience
• Experience of working within a contact centre
• Excellent problem solving skills

Important Information to know:

Working Hours
You will be required to work the following shifts based on a pre-determined roster:

• 3 weekday evenings from 16:00 to 23:15 (combination of days from Monday to Friday)
• Saturdays from 11:00 to 19:45
• Sundays from 12:00 to 19:15
• You will get 1 weekend off in every 4-week cycle BUT will work 1 additional weekday evening before the weekend off)
• There will be variations of the shifts mentioned above that you will have to work.

Public Holidays
You will be required to work a full day during South African Public holiday if you are scheduled on the day, unless it’s a public holiday in the UK.