Company Description

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

Job Description

Varied Hours Available:

Night Shifts: 22:00 - 08:00

Monday to Sunday inclusive of Bank Holidays, applicants will be required to work 3-4 set days per week.  

Days are flexible and will be discussed/ arranged in interview

Flexibility may be required to complete a training period for up to 35 hours per week.

Basic Purpose and Function:

To provide excellent customer service to our Clients, by ensuring that all telephone calls are answered promptly and dealt with professionally and applying a proactive approach to claims handling.

To negotiate all heads of claim within the Service Level Agreements on economic terms, adhering to excellent service standards and best practice

Key Tasks:

Answering the telephone and signing off calls in accordance with WNS’ agreed proceduresRecording all telephone calls on Proclaim or Client system, as appropriateHandling calls received at source wherever possible. If you are unable to assist callers at the time of calling you should ensure that they are called back within agreed timescalesCorresponding with all parties concerned by use of the telephone, letter and any other means appropriateEnsure correct prioritisation of workload and time management schedules are adhered toEnsuring all call backs promised are made within agreed timescalesMaintaining post and diary on your Client portfolio within agreed Key Performance Indicators (KPIs)Making all liability enquiries necessary to allow you to negotiate settlement of Customer claims on the best possible termsCorresponding with all parties concerned by use of the telephone, letter and any other means appropriateIdentification and resolution of potential fraud, repudiation and voidanceComplaint handling within agreed company proceduresKeeping the policyholder informed both verbally and in writing of the status of the claimCarry out administration on files including general typing of emails and keeping a well organised and up to date portfolio of claims, which you will manage proactively and efficientlyCollecting accurate information and documents to proceed with a claim

Qualifications

Essential

GCSE English and MathsPrevious experience of working within a call-centre environment, customer service and/or the field of insurance.A positive and self-confident approach when dealing with customers, and where appropriate, representatives of the Company’s clients.The ability to utilise qualities such as empathy, tact and diplomacy when interacting with customers, with the recognition that customers may be distraught and concerned following an incident

Desirable

Commercial insurance experienceThe ability to recognise and deal with problematic claims and / or refer them to more senior members of staff for appropriate action.A background in customer relations or experience of conflict resolution would be beneficial.