Motor FNOL, UK

Motor FNOL, UK Motor FNOL, UK About Reserv Reserv is an insurtech creating and incubating cutting-edge AI and automation technology to bring efficiency and simplicity to claims. Founded by insurtech veterans with deep experience in SaaS and digital claims, Reserv is venture-backed by Bain Capital and Altai Ventures and began operations in May 2022. We are focused on automating highly manual tasks to tackle long-standing problems in claims and set a new standard for TPAs, insurance technology providers, and adjusters alike. We have ambitious (but attainable!) goals and need people who can work in an evolving environment. If building a leading TPA and the prospect of tackling the long-standing challenges of the claims role sounds exciting, we can't wait to meet you.

About

the role As a Customer Experience Specialist at Reserv, you will be an integral part of our dedicated team focused on providing exceptional service to our customers during the insurance claims process. You will handle motor ‘FNOL’ by phone and email inquiries, provide support, and ensure a smooth and positive experience for all involved parties as they navigate their claims journey. Your expertise in insurance and claims will enable you to deliver exceptional, empathetic assistance.

What you'll do Serve as the primary point of contact for customers, providing professional and compassionate assistance throughout the claims process via phone, email, and other communication channels Anticipate the customer needs and take action to manage the process to full resolution Provide guidance and information to customers regarding the claims process, taking any additional steps necessary for the prompt and accurate resolution of their claims Develop and maintain a solid understanding of claim procedures to provide accurate and consistent information to customers Accurately record and update customer information, claim details, and related documentation in our internal systems, ensuring data integrity and adherence to company protocols Identify and address customer concerns, complaints, and disputes with empathy and professionalism Work collaboratively with internal teams to investigate and resolve complex issues, escalating matters when necessary to achieve timely resolutions Strive to exceed customer expectations by delivering exceptional service, actively listening to customer feedback, and proactively seeking ways to improve the customer experience Adhere to company policies, procedures, and regulatory