Customer Service Advisor
Core
First point of contact for policyholders reporting household insurance claims, gathering details, checking coverage, and ensuring information collection before passing claims to the next stage.
Role type
Claims Advisor (Customer Service)
Builds
Claim intake and initial assessment for household insurance policies
Domain
Insurance / Claims Management
Deliverable
client delivery
Required skills
Policy interpretation, fraud identification, claim lifecycle management, customer communication, analytical assessment of evidence, settlement decision making, system navigation (TCS, EFNOL)
Preferred skills
Experience with buildings claims, technical report analysis, supplier recommendation
Technologies
TCS, EFNOL online system
Responsibilities
Answer first point of contact calls for new claims and transfers, identify potential fraud triggers, set accurate expectations for claim journeys, manage individual file ownership and follow actions to completion, escalate technical matters or inconsistencies, assist other departments with claims queries
Seniority
Entry to Mid-level, hands-on IC