Claims Customer Service Representative

Overview

Claims Customer Service Representative - Salary from £28,000. Working Monday Friday, 9am - 5pm at Standard Life House, Edinburgh. In this role you will join a people and technology driven business, handling calls to and from customers about life assurance, savings, investments, or pension plans. You will ensure a seamless experience during moments that matter - whether assisting customers planning for retirement, accessing investments, updating personal information, or supporting families during bereavements.

Responsibilities

The Claims Team handles health, disability or bereavement claims. Your duties will include gathering supporting medical evidence, assessing evidence, and making a claims decision based on the information gathered and the benefits provided by the customer's policy or policies.

Qualifications

• Demonstrable experience in a claims CSR role within the pensions, life insurance or investment sectors.
• Proven expertise in handling sensitive customer situations with professionalism and empathy.
• Strong working knowledge of the pensions industry and other retirement products.
• Strong communication and problem solving skills, with the ability to explain complex information clearly.
• Familiarity with FCA regulations, data protection, and complaint handling procedures.
• High level of accuracy and thoroughness in reviewing documentation.
• Ability to identify discrepancies and potential fraud.
• Ability to explain complex information clearly and concisely.

Benefits

• Real Living Wage employer.
• No weekend or evening work.
• 31 days annual leave (including UK Bank Holidays).
• Annual discretionary bonus eligibility.
• Contributory pension scheme (up to 6% matching), Group Life Assurance, and Group Income Protection.
• Supportive people policies - Carer's Leave, Foster Leave, Fertility Leave, Retirement Leave, and an Annual volunteering day.
• Wellbeing programme with health checks, nutritional advice, second medical opinion option, employee assistance programme and mental, physical, and financial support.
• Personal and career development opportunities across a wide range of business functions and specialist areas.
• Perks at Work (online discounted shopping).
• Car lease scheme and Jaguar Land Rover discount.
• Cycle to Work scheme and interest free season ticket loans.

People Attributes

• Committed to delivering good customer outcomes in a relevant and customer focused way.
• Passionate about delivering a seamless customer experience with empathy and respect, able to remain calm under pressure.
• Excellent listeners with strong verbal and written communication skills, able to simplify complex matters whilst providing outstanding service.
• Great problem solvers, flexible, and adaptable to changing priorities.
• Comfortable switching between multiple IT applications with attention to detail.
• Proficient in Microsoft Office (Word & Excel).
• Excited to work with others and create a supportive workplace.
• Passionate about learning and sharing knowledge to enhance skills and develop best practices.