As a key member of the team, you’ll be responsible for managing customer enquiries and claim-related activities across a range of Health products. Whether speaking with members over the phone or responding to written enquiries, you’ll focus on delivering accurate information, finding solutions and creating positive outcomes.
. Handle customer enquiries via telephone, email and written correspondence.
. Support members, brokers and clients with policy and claims-related queries.
. Take ownership of customer needs, asking the right questions to understand their circumstances and provide accurate guidance.
. Deliver a high-quality service that achieves positive customer outcomes and first-contact resolution wherever possible.
. Manage escalated enquiries and complaints professionally and empathetically.
. Contribute to team performance, operational objectives and service standards.
. Identify opportunities to improve processes and enhance the customer experience.
. Build and maintain strong knowledge of our products, systems and processes.
. .Support the onboarding and development of new colleagues when required.