Customer Service Agent- Inbound

Collinson is the global, privately-owned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide market-leading airport experiences, loyalty and customer engagement, and insurance solutions for over 400 million consumers.

Collinson is the operator of Priority Pass, the world’s original and leading airport experiences programme. Travellers can access a network of 1,500+ lounges and travel experiences, including dining, retail, sleep and spa, in over 650 airports in 148 countries, helping to elevate the journey into something special. We work with the world’s leading payment networks, over 1,400 banks, 90 airlines and 20 hotel groups worldwide.

We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 global colleagues.

What does the Travel Insurance Claims Handler at Collinson do?

The purpose of the role will be to deal with Travel Claims Assessment, providing efficient friendly customer contact with accurate relaying of information and high levels of customer service. There is a requirement to make outbound calls.

To provide verbal and written advice to customers on all aspects of claims handling as well as providing a high level of service to our external clients through client relationship and process efficiency.

To support colleagues on a day to day basis.

Key Responsibilities of this role include:

• Promote the best image of the Company through a professional manner, personal appearance and behavior and adhere to company standards and procedures. Maintain the highest level of personal conduct.
• To review claims in accordance with the policy wording and as defined by the Insurer.
• To provide comprehensive verbal and written advice on all aspects of Policy Wording in Relation to cover and claims.
• To provide speedy telephone response to all calls to Claims Department giving clear and accurate advice to claimant.
• Where a claim is admissible ensure a detailed explanation is given and to follow this in writing where requested.
• To accurately assess all claims and respond to claimant with concise letter detailing all further Information/documentation required to proceed with claim or giving full explanation of settlement.
• Ensure all recovery aspects of claims are monitored and amounts due are obtained where appropriate.
• To accurately input claims payments to either clients or third party suppliers, into the claims System.
• Ensure any potential fraud indicator is identified and acted upon.
• Develop industry best practices for customer service 
• To achieve high levels of Customer Service delivery based on company call handling guidelines and standards.
• To work to agreed standards of accuracy, quality and business procedures for all areas of call handling and processing
• To adhere to all FCA compliance guidelines and standards for Treating Customers Fairly as covered in Induction Training
• To work within the agreed inbound/outbound call handling and productivity standards in order to achieve the Contact Centre service levels

Key skills and experience to be evidenced within your application included;

• Numeracy – able to analyse statistical information
• Excellent written and verbal skills
• Ability to work under pressure
• Excellent communication/interpersonal skills
• Good organisational skills
• Ability to work on own initiative and as part of a team
• Knowledge of the Magenta claims system or similar claims systems
• Understanding of FSA regulations and the TCF concept
• Forward thinking and pro-active

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

In your application, please feel free to note which pronouns you use (For example – she/her/hers, he/him/his, they/them/theirs, etc).

If you need any extra support throughout the interview process, then please email us at [email protected]

We also have our very own Beacons (Domestic Abuse Advisors) supporting within each of our global offices. Our Beacons will be your point of contact if you or someone you know needs support.

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