FNOL Claims Handler (Insurance)

TL;DR

FNOL Claims Handler (Insurance): Processing first notification of loss claims for the property team with an accent on accurate data collection and customer empathy. Focus on managing inbound and outbound communications to ensure a professional first-contact experience for clients.

Location: Hybrid (Stoke, UK)

Company

A global professional services and technology firm specializing in risk and insurance value chain solutions for highly regulated businesses.

What you will do

• Serve as the first point of contact for customers reporting new claims.
• Gather accurate and detailed claim information via telephone, email, and electronic forms.
• Manage inbound and outbound calls to ensure all claim details are captured.
• Apply effective questioning techniques to maintain high data accuracy.
• Provide professional and empathetic customer service during critical client moments.
• Coordinate the delivery of welcome packs to guide customers through the claims process.

Requirements

• Strong communication skills to act as the voice of the company.
• Ability to thrive in fast-paced environments and deliver swift outcomes.
• High level of attention to detail.
• Proactive attitude and enthusiasm for positive change.
• Ability to handle challenging conversations with grace and professionalism.
• Must be based in or able to work from the Stoke office in a hybrid capacity.

Culture & Benefits

• Professional growth: Leadership training and funding for professional qualifications.
• Financial health: Pension (5% employer contribution), life assurance, and an incentive plan.
• Wellbeing: 24/7 confidential helpline (EAP), wellbeing center, and BUPA dental plan options.
• Time off: 25 days holiday (increasing with tenure) and inclusive leave policies.
• Flexibility: Hybrid work arrangements and a "Dress for your day" policy.

Hiring process

• Application and CV review.
• Initial phone call.
• Interview.
• Offer.