The Hertz Corporation Customer Service - New Claims Agent in Verwood, United Kingdom
New Claims Agent
Full Time Permanent Contract – 38.5 Hours per Week
Hertz Accident Support (HAS) was founded in 1997 and continues to build on its established track record in providing exceptional service excellence across a full range of Claims Management services, specialising in non-standard vehicles and drivers. HAS was acquired by Hertz in 2013 and is now combined with one of the largest global rental brands in the industry.
The HAS Head Office is based in Verwood, Dorset and employs approaching 200 people and we are currently looking for a New Claims Agent.
What is this role all about?
To make prompt contact with referred customers, gather all required information regarding the claim in order to make a judgement on the viability of the claim. Responsible for making judgment calls on claim liability and analysing recovery prospects and risk to the business.
Primary Duties and Responsibilities:
To make contact with referred customers within time periods stipulated within referrer SLA
To follow rules as stipulated in referrer profile when handling claim
To accurately gather and record all required information, recognising where further interrogation or validation may be required over and above customer’s version of events
To strictly adhere to company data protection policy and work towards individual targets
To satisfy company security requirements in respect of client identification and fraud detection, ensuring team seniors and/or managers are notified of any suspicions
To liaise with third party insurers, witnesses, repairers and other interested parties as necessary to fully validate claim
To utilise systems, industry tools and publicly available web based resources as necessary to fully validate claim
To make a judgement call between retaining the claim with the CFR and proceeding with hire arrangements or referring the claim to the Pending Hire Team and/or team senior/manager
To correctly identify customer’s vehicle requirements including any extras or special equipment
To establish roadworthiness of customer’s vehicle
To identify non-viable claims and refer to team senior and/or manager for rejection authorisation
To provide referrers and customers with regular updates on progress of claim
To ensure customers are fully understanding of the credit hire process and aware of their obligations
To have an advanced knowledge of the ABI GTA guidelines relating to the providing hire.
What do we need from you?
Good level of Education-GCSE level or equivalent
Customer service experience
Call Centre experience
Basic IT skills
Good communication skills
Confidence to follow own judgement
Works well as part of a team
In return for your hard work and dedication, you will be rewarded with excellent career opportunities, training & development, a range of Benefits and Incentives and many more.
If you believe you have the skills and experience required to succeed within this challenging role in an established organisation please APPLY NOW.
Job ID 184106
# Positions 1
Category Customer Service
Division Hertz Accident Support
Position Type Permanent Full-time