Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day. It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive. A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here. Join us and contribute to Sedgwick being a great place to work. Great Place to Work® Top 100 Most Loved Workplace® Forbes Best-in-State Employer Italian/English speaking Travel & Medical FNOL Claims agent A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here. Join us and contribute to Sedgwick being a great place to work. Great Place to Work® Most Loved Workplace® Forbes Best-in-State Employer **Key roles** Your role will be to provide advice and to coordinate medical assistance and emergency medical travel services to insurance customers. This may include, for example: providing pre-travel advice, arranging medical appointments or hospitalisation abroad, coordinating air ambulance and medical evacuations, liaising with medical service providers, as well as the policy holders and their family members, provide information on policy cover, whilst ensuring all case handling is documented in the system Monday to Friday (8am – 4pm) **Specific responsibilities (including but not limited to)** + Taking in-bound calls from customers relating to new or existing claims + Capture all information regarding the claim accurately and promptly + Offering advice to customers on the process, their right and what to expect. + Provide customer service support re: policy cover, monitoring and reporting on patient status, coordination of travel emergencies, whilst ensuring all case handling is documented. + Proactively handle escalated calls and ensure complaints are resolved, where possible, and logged in accordance with business policy, meeting FCA guidelines. + Update records with all relevant documentation, maintaining Web Elite + Creating key relationships with branch administrators, claims handlers and external providers to safeguard quality of service + Assign relevant claims handlers to the claim + Delivering a positive service, with an empathic ear where necessary + Contributing toward the success of team and individual SLA’s + Assisting Section Head, Line Managers, and team members to nurture an excellent team environment + Provide recommendations to team management on how to improve process, service, and customer experience + Complete working knowledge of CPC and financial regulatory requirements + Working to achieve agreed metrics in settlement rates, calls answered, claims completions. **Experience/Qualifications/skills** + Fluent written and spoken Italian and English. + Excellent customer service experience and skills + Confidence in communicating with people at different levels in different situations + IT and PC literate demonstrating typing skills. + Ability to multi-task and prioritise workload effectively to meet varying tasks and deadlines and delegate. + Strong communicator at all levels; verbally and written to build and maintain internal and external relationships. + Previous administration experience. + Good numeracy, literacy, and attention to detail. + Is self-managed and motivated, has a proactive/’can-do’ attitude, can demonstrate effective problem solving and is solutions focused even when working under pressure. **Benefits of working for Sedgwick in Ireland** + Education Contribution + Career development and progression + Tax Saver Travel Scheme + Sedgwick's Sports & Social Club + Discounted Personal Training group circuit classes + Montessori & After School Care + Employee Assistance Programme + PHI and Life Cover Sedgwick is an Equal Opportunity Employer. The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Sedgwick retains the discretion to add or to change the duties of the position at any time. **Taking care of people is at the heart of everything we do. Caring counts** Sedgwick is a leading global provider of technology-enabled risk, benefits and integrated business solutions. Every day, in every time zone, the most well-known and respected organizations place their trust in us to help their employees regain health and productivity, guide their consumers through the claims process, protect their brand and minimize business interruptions. Our more than 30,000 colleagues across 80 countries embrace our shared purpose and values as they demonstrate what it means to work for an organization committed to doing the right thing – one where caring counts. Watch this video to learn more about us. (https://www.youtube.com/watch?v=ywxedjBGSfA)