Motor FNOL, UK

About Reserv

Reserv 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 role

As 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 do

Serve as the primary point of contact for customers, providing professional and compassionate assistance throughout the claims process via phone, email, and other communication channels

Anticipate the customer needs and take action to manage the process to full resolution

Provide guidance and information to customers regarding the claims process, taking any additional steps necessary for the prompt and accurate resolution of their claims

Develop and maintain a solid understanding of claim procedures to provide accurate and consistent information to customers

Accurately record and update customer information, claim details, and related documentation in our internal systems, ensuring data integrity and adherence to company protocols

Identify and address customer concerns, complaints, and disputes with empathy and professionalism

Work collaboratively with internal teams to investigate and resolve complex issues, escalating matters when necessary to achieve timely resolutions

Strive to exceed customer expectations by delivering exceptional service, actively listening to customer feedback, and proactively seeking ways to improve the customer experience

Adhere to company policies, procedures, and regulatory requirements, ensuring the privacy and confidentiality of customer information at all time

Qualifications

5 GCSE’s or equivalent, insurance certifications are a plus

Previous experience in customer service within insurance or a call center environment with a focus on claims; high volume, fast-paced

Strong knowledge of insurance claims processes, terminology, and best practices

Excellent communication skills, both verbal and written, with the ability to explain complex concepts clearly and empathetically to customers

Active listening skills to understand customer needs, concerns, and emotions, and respond appropriately

Strong problem-solving and critical-thinking abilities

Proficiency in using customer relationship management (CRM) systems and other relevant software applications

Empathy, patience, and resilience to handle challenging customer interactions with professionalism and composure

Strong organizational and time management skills to prioritize tasks and meet deadlines effectively