Insurance Collections Officer  

ORGANISATIONAL RELATIONSHIPS

• Reports to: Collections Manager

POSITION SUMMARY

• Responsible for outbound calls chasing payment of Insurance Invoices

MAJOR RESPONSIBILITIES

• Ensure follow up calls to Insurers are conducted in timely fashion.
• Manage Process until collection complete
• Escalate invoices requiring further information to Account Managers

DUTIES

Outbound Calls to Insurers

• Call appropriate contact point at Insurer to establish documentation received.
• Resend documentation if required.
• Establish when payment will be made.
• Escalate Invoices requiring amended documentation to Account team
• Escalate Invoices paid by insurers to repairers to Account team

Administration

• Manage process and file records and correspondence.
• Develop and maintain a rapport with insurers
• Organise the communication system including staff meetings, whiteboards, use of telecommunication equipment and message protocols.

• SKILLS AND EXPERIENCE (person specification)

• Fluent in spoken and written English
• Abiility to use PC and all associated programs
• Good on computers and systems

• Skills and knowledge

• Experience in Collections or
• Knowledge of Insurance Motor Claim Process

• PERSONAL COMPETENCY

  Acceptance of direction

• Acceptance of direction and code of behaviour within the business.

• Accuracy and eye for detail

• Demonstration of a concern for accuracy.
• Attention to all requirements of a task and implementation of checking and follow-up.

• Punctuality

• Ability to be punctual on a regular basis and appropriate communication in the event of being delayed

• Prioritising skills

• Identification of the important operational requirements of the business. Implementation of priority tasks within the resource capabilities available.

• Confidence

• A quality of self-reliance and boldness.
• A confidence and belief in own ideas and opinions and a willingness to express and act upon them.

• Empathy

• The ability to perceive and understand the feelings of others.

• Flexibility to cope with change

• Demonstration of the ability to instigate, support and cope with change.

• Handling pressure and stress

• The ability to continue to perform well under pressure or in stressful circumstances.

• Initiative

• An ability to take action when enterprise is required.
• Actively seeks out opportunities to make extra contributions to benefit the business.

• Interpersonal skills

• The ability to interact appropriately and successfully with people of all different types and at different levels.

• Listening skills

• The ability to give close attention to someone, follow instruction and involve in discussion.

• Teamwork

• The ability to work with other people towards a common goal.
• To establish effective collaborative relationships with other people in the business.

• Work ethic

• The commitment to work within the boundaries of what is a reasonable industry expectation.

• Communication

• Ability to communicate clearly and effectively via phone, sms, interpersonally or by email, present ideas and to document activities; to source, read and interprets written information.
• To keep all stakeholders up to date.