Complaints Handler

Job title : Customer Services / Complaints Handler

Key tasks & responsibilities

Experience : 3 years in Insurance industry

To respond to complaints received from policyholders and IFA's received via multichannel.

Process complaints on policies in priority order as determined by the Company Work Management System, to maintain day to day service standards to agreed levels.

Liaising with internal and external parties to discuss specific complaints to achieve appropriate outcomes for customers.

Respond to customer complaints via a written response conducted in a professional and considerate manner to maintain good customer relations.

Respond to customers ensuring that they are treated fairly and that a high level of service is delivered. Keeping customers informed of any delays in accordance with procedures and customers expectations.

Liaising directly with other departments within HCL to improve service and to suggest improvements where appropriate.

Bring to the immediate attention of Senior Management any issues or concerns that could have a detrimental impact on either HCL or our clients reputations.

To participate fully in departmental and team meetings in order to relay information and promote effective communication and suggest process improvements as appropriate.

To work with colleagues towards operating self managed teams.

To work within industry compliance and legislative requirements under the guidance of the Team Leader, ensuring compliance with controls and procedures.

Ensure that data security precautions are undertaken at all times to prevent the possibility of identity theft.

Ensure that all policy fraud controls are followed to prevent fraudulent transactions against policies.

To undertake any other duties as may be deemed appropriate by the Team Leader.