Overview

The Insurance and Risk team are responsible for minimizing financial loss and helping provide a better, safer service to our customers by identifying and mitigating known risk factors and handling insurance matters carefully.

Being in the Risk team you will be exposed to all the various functions of the team ranging from the initial handling of an accident with a member, recovering damage fees from members and responding to a variety of ongoing insurance queries. Over time you will develop an in-depth knowledge of how the whole insurance process takes place.

The role requires you to be able to follow through an individual issue to its end without prompting, but also work together as a team to achieve our collective goals.

We are a small team so being a good team player is extremely important and being able to adapt to assist in other areas is key.

Key Responsibilities

Damage and Insurance Processes

• Setting up claims for third party accidents with our TPA:
  • Inputting information from FNOL into TPAs portal
  • Collecting information and documentation from our rental locations.
  • Answering queries from our insurance company
  • Processing insurance claim notifications and providing claims strategies and repair documentation to our insurers.
  • Following up on claims received from third parties with no report from our rental locations
  • Working with the location managers to improve notification timeframes and documentation received
• Investigating insurance claims to determine accident liability, best strategy and highlight potential fraud
• Working with COI customers on claims redirection

Customer Communications

• Processing customer incident reports
• Answering customer queries & disputes
• Contacting customers to get information

Risk

• Identifying and investigating Insurance Fraud along side our insurer and TPA
• Project work and reporting

To be successful in this role, you must be results-oriented, dedicated, and as passionate about Avis Budget Group. You will also be expected to demonstrate our High-Performance Behaviours:

Be Authentic

• Project a realistic belief in your own ability.  Not afraid of criticism, will raise issues and challenges even in the face of expected or actual opposition
• Demonstrate the highest levels of honesty and integrity at all times.

Set Pace and Direction

• Perform effectively by making sure you are communicating efficiently to ensure all responsibilities and duties are being handled
• Efficient in own use of time and works in a well-structured way
• Demonstrate repeated effort over a period of time, overcoming obstacles in order to achieve a goal
• Takes appropriate action before being asked and actively finds solutions to problems
• Is accurate, pays attention to detail and ensures tasks are completed on time
• Builds trust through effective prioritisation and communication of tasks

Have a Winning Spirit

• Shows optimism in the face of daunting challenges
• Shows resilience when faced with setbacks and always works to find ways to work through and around obstacles
• Actively motivates the team and those around them to perform to their best ability and maintain positive energy on new tasks

Lead Change

• Embraces change. Initiates change rather than waiting to respond
• Demonstrates business acumen, always maintaining Avis Budget Group in a professional manner

Customer Focus

• Communicates and influences others using rational arguments
• Conveys accurate information effectively using the most appropriate methods to reflect the needs of the audience and ensure mutual understanding
• Anticipates, responds to and seeks to exceed expectations of existing and potential customers

Employee Focus

• Inspires others to be the best they can be.
• Coaches and motivates other to improve results.
• Leads by example, displaying professionalism and good work ethic at all times.

Requirements & Qualifications

Essential

• Proven Customer Service experience.
• Excellent written and verbal communication.
• Ability to manage time effectively: multi-task and prioritise work.
• Illustrate the ability to remain calm when dealing with difficult or distressed people.
• High level of personal drive, sound judgment and ability to work on your own initiative to follow through issues to the end.
• Strong attention to detail.
• Be able to think logically and draw conclusions from a variety of information sources.
• Understanding of Microsoft Excel at a basic level.
• Experience with accident handling
• An interest in motor insurance claims and fraud.

Working Hours

• 5 days and 40 hours per week.
• Standard shifts are 9am-5pm or 8am-4pm
• Based in Bracknell HQ min 3 days a week

Bracknell

Bracknell Forest

United Kingdom