Job Description

The Collinson Group the Collinson Group, that proudly employ over 1,100 talented individuals in over 20 locations world-wide and we are dedicated to helping our clients acquire, retain and optimize the value of their customer relationships. Some of our products and services include Priority Pass, the world’s largest independent airport VIP lounge access program with 800 lounges globally and Columbus Insurance, a leading travel insurance specialist.

Role purpose:

The purpose of the role will be to deal with inbound claims calls, claims assessment, incoming e-mails, and conversational claims, providing efficient friendly customer contact with accurate relaying of information and high levels of customer service. There will also be a requirement to make outbound calls. Alongside the claims aspect, the role will be for customer support and advice for policy cover and adjustment on the easyJet product.

To provide verbal and written advice to customers on all aspects of claims handling as well as providing a high level of service to our external clients through client relationship and process efficiency. To support colleagues on a day-to-day basis.

Key Responsibilities:

• Process claims based on policy details, insurer guidelines, and industry best practices.
• Provide clear, accurate advice on policy coverage, claim decisions, and required documentation.
• Respond to customer inquiries (calls and emails) promptly, within 24 hours for emails.
• Handle inbound sales, adjustments, and service queries with a focus on service quality and conversion.
• Detect and escalate potential fraud cases, ensuring compliance with prevention measures.
• Manage claim recoveries and customer complaints, ensuring timely resolutions.
• Assist vulnerable customers with appropriate support and service.
• Meet productivity targets while maintaining quality in claims, calls, and email management.
• Ensure timely, accurate claim payments to customers and third parties.
• Adhere to FCA regulations, including Treating Customers Fairly (TCF) principles.
• Collaborate with teams to enhance workflows and customer experience.

Experience & Skills:

• Education: Matric or equivalent.
• Fluent in German & English ( both written & verbal)
• Experience: 1+ year in insurance claims with knowledge of travel insurance products.
• Skills: Detail-oriented claim validation, strong communication skills (verbal and written), and numeracy for data accuracy.
• Regulatory Knowledge: Understanding of FCA regulations and TCF principles.
• Systems: Experience with Gotrex claims system is ideal or similar.
• Personal Traits: Motivated, proactive, organized, and professional with strong customer service and problem-solving skills.