Insurance Specialist - Claims and Complaints

 

DESCRIPTION OF THE AREA

The Risks and Insurance area of the Telefónica Group is the unit responsible for the financing of the Group's insurable risks and for supporting the Operators in the marketing of insurance products for their customers and employees. The area manages a Non-Life insurance company (TELEFÓNICA SEGUROS), with branches in the UK and Germany, a reinsurance captive (NOVA CASIOPEA RE) and a Brokerage Group (TELEFÓNICA CORREDURÍA), through which it implements its strategy and policy.

 

MISSION

The Branch Claims and Complaints Specialist will be responsible for the fulfilment of the claims and complaints operations activities for mass insurance offered by the company in the UK. Initially the focus will be on terminal insurance.

 

MAIN ACTIVITIES AND RESPONSIBILITIES

• Control of insurance claims management activities (Call centre & Back office, Training, NPS control, Quality control).             
• Review of the day to day issues of the UK terminal insurance programme.
• Contribution to the development of new processes to improve the customer experience and optimise the outcome of the mobile insurance programme.
• Auditing and listening in on customer service calls.
• Documenting operational processes and manuals.
• Monitoring of SLA's and KPI's of processes and providers.
• Complaint management and Financial Ombudsman Service complaints.
• Fraud management and implementation of fraud prevention measures.
• Support in process audits.
• Support with supplier management.

EDUCATIONAL BACKGROUND REQUIRED

• Degree in economics, business administration or similar.

 

LANGUAGES

• English: C1 (oral and written).
• Spanish: Valuable.

 

TECHNICAL KNOWLEDGE

• Processes: call centre management.
• Insurance: claims and complaints processing.

 

PROFESSIONAL EXPERIENCE

• At least 2 years in insurance and claims management.
• Knowledge of mobile insurance is an asset.
• Experience in the Telecommunications sector is an asset.

 

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