Claims Complaints Handler - Galway

Exciting new career opportunity within the Insurance industry.  We are currently hiring for a Claims Complaints Handler role to join our expanding Claims and Customer operations in Galway.  We are looking for a passionate individual with claims experience and high levels of customer empathy and professionalism.

We can offer you a vibrant and dynamic environment to work in, paid study days as you work towards or progress your insurance qualifications and most importantly a rewarding career in insurance.

At RSA Ireland our history goes way back. We can trace our roots to 1710. We are proud of our past, but we’re all about the future. A proud future powered by profitable growth and strong values. 
Headquartered in London, we have over 12,500 people supporting our 9 million customers, in over 100 countries. We’ve a long-standing reputation in Ireland too and have been providing insurance solutions to the Irish market since 1721. With teams in Dublin, Belfast and Galway we support our customers through our affinity and broker channels and our 123.ie business. 

We are committed to building an inclusive culture of continued development, with our people at the very heart of it. ‘Your Best U’ is our people brand and reflects our desire for everyone to bring the very best version of themselves to work every day and we build our culture on our values of love simplicity, do the right thing, be better every day and boundless ambition. We are a flexible employer and understand the need to balance work and life outside the office. This is a flexible role with the ability to work dynamically

Key Responsibilities:

• You will spend the majority of your time reviewing and assessing claims complaints -  considering service, quantum & liability aspects, liaising with customers, internal colleagues and our service providers (Investigators, Loss Adjusters, Engineers, Solicitors).
• Responding to customer complaints following investigation and in line with the highest customer service standards and with strict adherence to regulatory requirements.
• Recording and updating complaints and customer records as appropriate.
• Providing constructive feedback to your colleagues and working with them to improve service on the back of received complaints.
• Recommending and assisting with the implementation of changes to improve customer satisfaction.
• Liaising directly with other departments to discuss how processes, products and systems can be improved to benefit the customer and the business.
• Performing other duties that may be required.

Requirements:

• Previous experience of the dealing with insurance claims and/or claims complaints.
• Demonstrated high levels of customer empathy and practical problem solving
• Strong customer service and telephone skills with a confident, enthusiastic and professional manner.
• An ability to prioritise your workload and a proactive approach.
• Worked independently as well as part of a team.
• Excellent written skills.
• Ability to deal with Customers over the phone whilst recording accurate information on systems.
• APA qualification or working towards this.  CIP or higher would be an advantage.

Regulatory Requirements:

• Hold or be progressing toward a recognised qualification in line with the requirements of the Minimum Competency Code for this role (e.g. Grandfathered / APA / CIP / ACII or other recognised qualification)
• This role is a "controlled function" as defined by the Central Bank Reform Act 2010 Regulations 2011. Any appointment will be conditional on the company being satisfied that you meet the requirements as set out in the Fitness & Probity standards issued in this Act.  CF5&6.

RSA Insurance Ireland DAC and its affiliate companies consider applicants on the basis of qualifications and without regard to race, colour, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability or any other legally protected status.