Customer Care Specialist (Insurance)

TL;DR

Customer Care Specialist (Insurance): Supporting customers experiencing financial difficulties and managing debt recovery with an accent on empathetic communication and one-call resolution. Focus on investigating root causes to improve processes and collaborating across departments to ensure positive customer outcomes.

Location: Hybrid (Liverpool, UK). Must have at least one year remaining on a Graduate or Post-Study Work visa; no sponsorship provided

Salary: Up to £28,459 plus performance bonus

Company

hirify.global is a national leader in specialist insurance with over 40 years of expertise and a workforce of over 1,700 employees across the UK.

What you will do

• Support customers facing financial difficulties or vulnerability to ensure positive outcomes for both the client and business.
• Handle debt recovery for customers and businesses, aiming for one-call resolution.
• Respond to queries via phone, email, and letter in a professional and helpful manner.
• Conduct root cause analysis and investigate cases to implement process improvements.
• Collaborate with internal departments and maintain professional relationships with third parties.
• Maintain accurate records of all correspondence and payment plans.

Requirements

• Experience supporting vulnerable customers and those in financial distress via telephone.
• Strong organizational skills and the ability to prioritize workload independently.
• Proficiency in Microsoft Excel and general computer literacy.
• Excellent verbal and written communication skills.
• Must be based in or able to work in Liverpool (Hybrid).
• Valid UK work authorization (Graduate/Post-Study Work visa with 1+ year remaining).

Nice to have

• Credit Control experience within the Insurance industry.

Culture & Benefits

• Up to 35 days of holiday including bank holidays, with buy/sell options.
• 24/7 mental health support and free counseling services.
• Hybrid working options to support work-life balance.
• Career development through leadership programs and internal career fairs.
• Flexible benefits, including early access to salary via an internal platform.
• Recognition awards and regular social events.