Representative, Auto Claims (Auto Direct)

JOB DESCRIPTION

Reporting to the Team Leader, the Claims Advisor investigates and settles first‑party automobile claims while delivering an exceptional customer experience.

Responsibilities

• Report to the Team Leader and investigate and settle first‑party automobile claims.
• Guide customers through FNOL by telephone: set up the FNOL, share contact details and ensure the customer knows the next steps in their claims journey.
• Provide prompt, courteous, accurate and fair claims service to all customers, internal and external.
• Take ownership of each call, handling it until resolution is reached, including follow‑up as necessary to ensure that the actions promised to the caller are completed.
• Fully explain the claim process to all customers in a way they’ll easily understand.
• Confirm whether claims are covered under a customer’s policy.
• Ensure all claims are promptly investigated.
• Wor...