Operations Advisor - German Speaking

Salary : £27,000

Location : Newport

Permanent - Monday to Friday - Hybrid

Job role:

The Operations Advisor specialising in customer service queries and claims handling is responsible for providing exceptional support to customers, managing their inquiries, and facilitating efficient resolution of claims. This role involves effectively communicating with customers, investigating, and assessing claims, and collaborating with relevant departments to ensure a seamless customer experience. The Operations Advisor plays a critical role in maintaining customer satisfaction, building strong relationships, and upholding the company's reputation for outstanding service and treating customers fairly.

Responsibilities:

Customer Service:

* Answer customer service queries and accurately record insurance information from customers, insurance brokers, and insurance companies.

* Manage incoming call volumes and enquiries within agreed time scales, following the "Best Practice" document.

* Verify and accurately record all provided information within the Acquis system.

* Maintain effective working relationships with lessors, customer's insurance brokers/companies, and suppliers, providing the highest standards of customer service

* Deal with all correspondence within agreed time scales, ensuring compliance with our client's insurance criteria.

* Support clients/customers with a professional manner in all forms of communication while representing Acquis Insurance Management or its business partners.

* Keep the diary system up to date with case information, allowing any team member to review a case at any time.

* Prioritise workloads daily to meet or exceed company/lessor/supplier service level agreements.

* Handle complaints or expressions of dissatisfaction following the steps outlined in our complaints handling policy.

* Consult with the senior management team regarding any issues that may arise.

* Support fellow team members to maintain business as usual. Act as a mentor/buddy to less experienced staff to help them reach the required standard.

* Always adhere to the "Best Practice" document.

Claims:

* Obtain appropriate statements based on the value and type of loss from the parties reporting the claim.

• Investigate and gather all necessary documentation and evidence to verify the loss. Determine the types of loss involved.
• Evaluate the coverage in place.
• Estimate the amount of loss or damage, setting reserves and revising them as needed throughout the investigation.
• Enter claim information into the claims system after obtaining pertinent facts.
• Notify insurers of claims that exceed the delegated limit of authority.
• Proactively chase outstanding information/documents according to agreed standards.
• Notify customers of any delays with their claims.
• Immediately notify insurers of any claim with questionable coverage for their evaluation.
• Investigate potential subrogation, contribution, recovery, and salvage.

Requirements :

Fluent in German

* Customer service orientation, with a genuine desire to assist and provide excellent service to customers.

* Excellent communication skills, both verbal and written, to effectively interact with customers, colleagues, and stakeholders.

* Strong people skills, enabling positive and productive relationships with customers and team members.

* Flexibility to adapt to changing priorities, work schedules, and customer needs.

* Self-motivated with the ability to work independently and proactively to achieve targets and meet deadlines.

* Conscientiousness in handling customer inquiries, ensuring accuracy, and attention to detail in all interactions and documentation.

* Organisational skills to manage multiple tasks, prioritise workloads, and maintain efficient and effective workflows.

* Conflict resolution skills to effectively manage and resolve customer issues or complaints in a professional and empathetic manner.

* Strong problem-solving skills, with the ability to analyse information, identify solutions, and make timely decisions.

* Previous claims experience (advantageous), demonstrating a solid understanding of claims handling processes, documentation, and investigation

Acorn by Synergie acts as an employment agency for permanent recruitment.