Recruiter for this role:

Elaine Wallace

Job title Claims Handler

Location Kells

Department IPMI

Team Reporting to Operations Team Leader Company

Collinson is a global loyalty and benefits company. We use our expertise and products to craft customer experiences which enable some of the world’s best known brands to acquire, engage and retain the most demanding and choice-rich customers.

In particular, our unique expertise and insight into high earning, frequent travellers allows us to create products and solutions for our clients that inspire greater customer engagement to drive more profitable relationships, enrich their travel experiences, protect what matters and assist in in times of need.

While specialising in Financial Services, Travel and Retail, we also support clients in multiple sectors. We have worked with over 90 airlines, 20 hotel groups and more than 600 financial institutions and banks, with clients including Accor Hotels, Air France KLM, American Express, British Airways, Cathay Pacific, Diners Club, Mandarin Oriental, Mastercard, Radisson Hotel Group, Sephora, Visa and Vhi. We take our 30 years’ experience working with these kinds of household names in over 170 countries, and help our clients to deliver the smarter experiences it takes to differentiate their propositions, and help them win deeper devotion with their customers.

Collinson is a privately-owned entrepreneurial business with 2,000 passionate people working in 20 locations worldwide. Our solutions include Priority Pass, the world’s best known airport experiences programme, while we are also the trusted partner behind many of the leading financial services, airline and hotel brand’s reward programmes and loyalty initiatives.

Purpose of the job To provide medical assistance services, and to assess and settle IPMI insurance claims promptly and efficiently, whilst providing an excellent level of customer service at all times. This role requires high standard of customer engagement through prompt and proactive responses to all claims phone and email queries, whilst adhering to strict deadlines and service level agreements. This role includes effectively and professionally managing assistance cases and will involve a high level of contact with external professional service providers globally.

Key Responsibilities

Call and Correspondence (including Electronic Mail) Handling.

Handle all customer calls and emails enquiries promptly and efficiently.

Ensure delivery of exceptional customer experience throughout all communication channels.

Obtain all necessary information from the caller to register new claims and secure an accurate understanding of the claims circumstances and inform the client, in accordance with department guidelines, of the correct procedures to submit or progress a claim.

Accurately record case data and ensuring proactive case progression.

Claims Assessments Proactively handle all claims assigned optimising ongoing file ownership, where possible, to final resolution.

Assess claims promptly and efficiently using up to date and most appropriate methods such as tele-claims and conversational claims.

Investigate, negotiate and settle claims within an agreed authority level, KPIs and timeframes, ensuring fair settlement of valid claims, referring to any applicable Claims Philosophy outlined by departmental processes.

Effectively communicate decisions to customers and provide a clear and understandable explanation of claims decisions and case status.

Handle complex cases and customer complaints within business guidelines, escalating cases in line with departmental processes.

Investigate and / or referral of potentially fraudulent claims.

Take all steps and precautions to minimise leakage.

Preparation of quotes for dental treatment plans.

Liaison contact with network dental practices.

To escalate Network issues as appropriate with full case background.

Medical Assistance -Managing all assistance cases from beginning to end, where possible, professionally and consistently.

Accurate data captured against claim, to include obtaining of estimate of costs for accurate reserving.

Liaison between agents, medical facilities and providers worldwide.

Provide updates in a timely manner to operational management on high profile and/or high cost cases and escalate any serious or cases of concern, as appropriate.

Promote the best image of the Company through a professional manner, personal appearance and behaviour and adhere to company standards and procedures. Maintain the highest level of personal conduct.

Understand and follow departmental procedures and processes and participate in initiatives and contribute to the continuous development of the claims process by identifying opportunities for product development and process improvement.

Accurately report and adhere to quality and KPI metrics on a monthly basis by implementing development needs as communicated by the Quality Team Develop and utilise specialist knowledge, skills and appropriate behaviours to achieve a successful case outcome

Maintain a good understanding of the claims IT systems.

Maintain a good knowledge of policy wording, underwriters’ approaches and their application to claims.

Ensure compliance with FCA, Central back of Ireland and regulatory requirements, including adherence to the Consumer Protection Code, as well as DPA and GDPR.

Provide back-up and support to other Operational functions as required.

This job description is not exhaustive and is intended to be a guide to the principle duties of the post only. It may be amended at any time with the agreement of the post hold and line manager. Knowledge, skills and experience required 2

Skills

Excellent verbal and written communications skills.

Numeracy and literacy skills to include relevant PC skills – Work & Outlook (essential), Excel (desirable) with accurate and quick keyboard skills.

Effective listening skills.

Excellent call handling and interpersonal skills.

Good attention to detail and able to work accurately to meet strict deadlines and targets.

Exceptionally quality driven.

Decision-making and good judgement with strong problem-solving skills.

Able to strike a balance between demonstrating empathy with the customer whilst conscious of the need to settle claims in accordance to policy wordings

Strong time management and ability to manage high volume workload Adaptable to change with flexible approach to daily department tasks and working hours

Assertive and confident in dealing with people at all levels.

An effective team worker who demonstrates an ability to take ownership and responsibility.

Ability to increase productivity and continuously improve methods, approaches and departmental contribution.

Strong work ethic  Commitment to Customer Centricity.

Commitment and drive for continuous learning Educational Requirement.

Must be APA qualified as a minimum insurance educational requirement.

Signed

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Job title Date

About us: Our story

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.

We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.

Equal Opportunities: Our commitment to inclusion

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

If you need any extra support throughout the interview process, then please email us at recruitment@collinson.com

Reward & Benefits: What's in it for me?

You can look forward to a competitive salary and benefit plan including but not limited to:

• Employee Assistance Programme (EAP)

• Priority Pass Membership

• Workplace Pension Scheme with company contributions

• VHI Healthcare Membership

• Group Life Assurance (4× annual salary)

• Cycle to Work Scheme

• Length of Service Awards

• Vision Care Allowance

• Free onsite parking in Kells