Job Description
Overview
The Insurance and Risk team are responsible for minimising financial loss and helping provide a better, safer service to our members by identifying and mitigating known risk factors and handling insurance matters carefully.
Being in the Insurance team you will be exposed to all the various functions of the team ranging from the initial handling of an accident with a member, recovering damage fees from members and responding to a variety of ongoing insurance queries. Over time you will develop an in-depth knowledge of how the whole insurance process takes place.
The role requires you to be able to follow through an individual issue to its end without prompting, but also work together as a team to achieve our collective goals.
Key Responsibilities
Damage and Insurance Processes
- Following up on accident tickets:
- Guiding the member through the accident process from FNOL to re-charge
- Working with Fleet to get repair costs and associated invoices in a timely manner
- Answering queries from our insurance companies.
- Processing insurance claim notifications and providing claims strategies and repair documentation to our insurers.
- Investigating insurance claims to determine accident liability, best strategy and highlight potential fraud
- Reconstructing and investigating accidents using telematics and accident reconstruction tools
Member Communications
- Processing member incident reports
- Answering member queries & disputes
- Processing damage charges
- Reviewing member accounts
Risk
- Identifying and investigating Insurance Fraud
- Identifying stolen vehicle parts
- Project work and reporting
To be successful in this role, you must be results-oriented, dedicated, and as passionate about Zipcar. You will also be expected to demonstrate our High-Performance Behaviours:
- Project a realistic belief in your own ability. Not afraid of criticism, will raise issues and challenges even in the face of expected or actual opposition
- Demonstrate the highest levels of honesty and integrity at all times.
- Perform effectively by making sure you are communicating efficiently to ensure all responsibilities and duties are being handled
- Efficient in own use of time and works in a well-structured way
- Demonstrate repeated effort over a period of time, overcoming obstacles in order to achieve a goal
- Takes appropriate action before being asked and actively finds solutions to problems
- Is accurate, pays attention to detail and ensures tasks are completed on time
- Builds trust through effective prioritisation and communication of tasks
- Shows optimism in the face of daunting challenges
- Shows resilience when faced with setbacks and always works to find ways to work through and around obstacles
- Actively motivates the team and those around them to perform to their best ability and maintain positive energy on new tasks
- Embraces change. Initiates change rather than waiting to respond
- Demonstrates business acumen, always maintaining Zipcar in a professional manner
- Communicates and influences others using rational arguments
- Conveys accurate information effectively using the most appropriate methods to reflect the needs of the audience and ensure mutual understanding
- Anticipates, responds to and seeks to exceed expectations of existing and potential customers
- Inspires others to be the best they can be.
- Coaches and motivates other to improve results.
- Leads by example, displaying professionalism and good work ethic at all times.
Requirements & Qualifications
Essential
- Proven Customer Service experience.
- Excellent written and verbal communication.
- Ability to manage time effectively: multi-task and prioritise work.
- Illustrate the ability to remain calm when dealing with difficult or distressed people.
- High level of personal drive, sound judgment and ability to work on your own initiative to follow through issues to the end.
- Strong attention to detail.
- Be able to think logically and draw conclusions from a variety of information sources.
- Understanding of Microsoft Excel at a basic level.
Preferred
- An interest in motor insurance claims and fraud.
- Experience with accident handling
- Knowledge of vehicle bodywork part terminology.
Working Hours
- 5 days and 40 hours per week.
- Standard shifts are 9am-6pm (including a 1 hour lunch break).
Bracknell
United Kingdom