Skadereglerare

The Opportunity
Following the fantastic success of our new cat and dog insurance products in Sweden, we are building our own in-house Claims team. This is a great opportunity to be a key part of our expansion in Sweden and help us achieve our ambitious growth plans. As part of our Claims team, you will guide and help our customers through the process and ensure Claims are handled quickly - with the customer at the heart of everything we do. You will provide Claims validation and support our customers ensuring service and compliance standards are met and financial and operational targets are achieved.
Your Focus
Handling Claims from notification to settlement: validating policy cover and the claim.
Delivering best-in-class customer service and claim financials in line with SLA’s and KPI’s.
Handling complaints constructively, in line with company and FSA guidelines. You'll escalate things to your manager when a solution cannot be found, so that action is taken (and the customer is aware) to ensure prompt resolution.
Ensuring fraud controls and Claims processes are followed, delivering quality at every touchpoint.
Carrying out investigations to ensure all relevant documents and information have been evaluated ahead of a decision for the Claim. (You may also deal with a small volume of material damage and liability claims alongside this.)
Implementing company, legal and regulatory (FSA, Finansinspektionen) policies and procedures to ensure compliance with requirements.
Identifying, supporting and contributing feedback to the design and implementation of internal processes; helping improve customer experience efficiency.
Working collaboratively with colleagues across the company to promote awareness of customer needs.
Use data to identify and share awareness of potential trends, issues or risks and escalate appropriately.
As experience grows you will help complete payment authorisation and QA for L1&2 claims handlers.
Maintaining accurate and timely records, files and databases and ensuring data integrity and compliance with Data Protection requirements.
Sharing knowledge and expertise, helping colleagues to provide cover so we can maintain quality customer service during annual leave and fostering company development.



What Leads to Success
Here are a few of the skills we are looking for in this position. Don't worry if you don't tick every box, as it's important for us to support you in your role and help you develop along the way.
You'll love compliance, making sure that everything we do falls within compliance and regulation guidelines.
You put customers first - nothing gives you more of a kick than consistent, high standards of service.
Your colleagues say how much you love data - using facts to measure improvements in customer satisfaction.
You take initiative and own a problem until it is resolved.
You're financially savvy - knowing that all Claims processes and delivery are in line with targets.
You're someone who likes to keep busy, inspiring others to be productive and proactive.
You are curious, someone who is interested in insurance, compliance, service, and internal process improvement.


What's Important
Experience within a customer service role (experience of telephone, email and online support) where you've validated claims.
Understand Claims handling practices and processes, including regulation and FCA requirements.
Excellent communication skills in Swedish - both written and verbal. You should also be able understand and speak English, so you can work closely with our colleagues in the UK and USA.
An understanding or appreciation of pet health and wellness. (It would be advantageous if you've worked in a pet claims unit or a vet surgery as a registered vet nurse.)
Ideally you'll have CII FIT - but this isn't essential.