Customer Service Advisor - Remote

Company DescriptionWNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 64,000+ employees.Job DescriptionPotential Varied Hours Available:Weekday evenings: 17:00 - 22:00 | 17:30 – 22:30Weekday mornings: 07:00 – 09:00Saturday: 08:00 - 22:00 - Between 6-12 Hour shifts available.Sunday - 08:00 - 22:00 - Between 6-12 Hour shifts available.Night shifts: 22:00 - 09:00 (Different shift patterns, Monday - Sunday).Applicants must be able to commit either a Saturday or Sunday plus bank holidaysTimes are flexible and will be discussed/ arranged in interviewFlexibility may be required to complete a training period for up to 35 hours per week.Basic Purpose and Function:To provide excellent customer service to our Clients, by ensuring that all telephone calls are answered promptly and dealt with professionally and applying a proactive approach to claims handling.To negotiate all heads of claim within the Service Level Agreements on economic terms, adhering to excellent service standards and best practiceKey Tasks:Answering the telephone and signing off calls in accordance with WNS’ agreed proceduresHandle inbound FNOL calls relating to motor insurance claims, delivering a calm, clear, and reassuring customer experience in a timely manner.Capture accurate and detailed information about the incident, vehicle, drivers, and third parties involved.Maintain compliance with industry regulations, internal policies, and data protection standardsAssess urgency and direct calls appropriately, including escalating complex or high-priority cases.Ensure correct prioritisation of workload and time management schedules are adhered toCommunicate clearly and professionally, explaining the next steps and managing customer expectationsBalance empathy and efficiency, supporting customers who may be distressed following an accident or incident.Making all liability enquiries necessary to allow you to negotiate settlement of Customer claims on the best possible termsAssess circumstances with a critical eye, remaining alert to potential indicators of fraudulent activity and raising concerns in line with internal procedures.Complaint handling within agreed company proceduresKeeping the policyholder informed both verbally and in writing of the status of the claimCarry out administration on files including general typing of emails and keeping a well organised and up to date portfolio of claims, which you will manage proactively and efficientlyCapture accurate and detailed information about the incident, vehicle, drivers, and third parties involved.QualificationsHigh School or Lower.