Job Title: Administrator: Claims

Company: Europcar Car Rental

Location: King Shaka International Airport

Reporting Manager: Rene Andersson

Position overall objective:

The purpose of the position is to ensure accurate investigating of claim-related queries, provision of feedback to stakeholders and processing of credit notes in order to support achievement of customer service and performance standards.

Minimum Experience

• 2 years car rental and/or claims administrator experience

Minimum Qualification

• NQF level 4 (Matric or equivalent)

Preferred Qualification

• NQF level 5

Minimum Requirements

• Computer literate with an intermediate level of comfort with Excel and Outlook.
• A valid, unendorsed drivers’ license.

Job Outputs:

• Receive and resolve all claim-related queries/credit requests.
• Resolving complaints from internal and external sources, including Social Media, Hello Peter and Twitter to ensure that the brand reputation is protected.
• Managing the Claims Query Inbox and ensuring that queries are investigated and resolved within 24–72 hours.
• Identifying patterns and trends with customer-related queries and implementing necessary corrective measures.
• Compiling claim documentation, preparing credit requests and refunds for clients.
• Processing all credit notes on Impress (Claims, Salvages, Third Parties).

Competencies:

• Excellent communication skills
• Strong administrative skills
• Negotiation skills
• The ability to explain and communicate company procedures in a calm, professional manner.
• Scrupulous attention to detail to ensure claim queries are resolved correctly and timeously.
• Able to work under pressure.
• Able to manage time
• Emotional control when dealing with customers, superiors, colleagues and other stakeholders.
• Logic and sound judgment
• Able to work independently and provide timely feedback to stakeholders.

Personal Attributes:

• Committed
• Professional
• Resilient
• Must be a quick learner
• A team player
• Willing to put in extra time if required.