Experience

BeValued

• United Kingdom
• Insurance
• 1 - 100 Employee

• Training Officer

  • Sep 2010 - Present

  As a Training Officer I am responsible for the design & delivery of new and existing training courses throughout the call centre. Duties include:Identifying training and development needs within the organisation through audit analysis, and regular consultation with business managers and human resources departments.designing and developing training and development plans based on both the company’s and the individual's needs.Working within a team to produce courses that are satisfactory to all relevant parties in an organisation, such as line managers, senior managers and board level.Developing effective induction programmes.Producing training materials for in-house courses.Monitoring and reviewing the progress of trainees through questionnaires and discussions with managers.Evaluating training and development courses/coaching packs.Amending and revising courses as necessary, in order to adapt to the changes that occur in the work environment.Helping line managers and trainers solve specific training problems, either on a one-to-one basis or in groups.Updating & maintaining training records and requests. Show less

• Dedicated PC Claims Executive

  • Sep 2008 - Sep 2010

  Duties included:Managing and maintaining own case-load within agreed authority limits and in accordance with published SLAs.Behavioural and linguistics analysis, utilising conversation management and cognitive interviewing techniques. Claims Handling – ensuring the claims process follows the FSA guidelines, and the claim is consistent with the policy conditions/limits. An in depth understanding of PC products to validate claims to a like for like replacement based on the specification of the item Investigation of claims involving obtaining information from the policyholder against information obtained during the fraud screening process and that subsequently provided by engineers/inspectors. Compiling thorough reports for the client following investigations. Customer Service; often dealing with difficult policy holders in a confident and authoritative, yet professional and empathetic manner. Instructing suppliers, matching the specifications of the claim and the client and undertaking follow-up enquiries with the suppliers. Data Entry (inputting new claims, updating notes and figures etc.) Calculation of cash settlements, applying depreciation deductions where appropriate. Working within a team, lending support to other members wherever possible. Show less