Joanna Wrzosek

- reviewing a client's claim in order to determine whether or not they are covered under a policy
- evaluate the extent of a settlement
- make sure that proper filing procedures have been followed
- approve or deny claims, or forward them to claim investigators for further review
- authorizing claim payment
- setting reserves on payment
- gather and analyze all facts to determine a fair settlement with the claimant and carrier
- subrogation of assigned claims under carrier liability rules, regulations and contracts
- ensuring timely disbursement of funds to client in accordance with general accounting principles
- coordinating or conducting investigations on insurance claims
- determine and retrieve all necessary documentation in order to effectively file and resolve a claim
- identifying claims with possible recovery from third parties
- consulting with attorneys in regards to the disposition of complex claims
- being in touch with local Customer Service organisations, warehousing, distribution and transportation
- provide outstanding customer service throughout every stage of the claims process

• responsibility for the implementation of a new account within the business line
• deliver the agreed SLA’s and KPI’s
• ensuring quality and operational standards are met or exceeded
• ensuring timely and accurate reporting
• analyzing, interpreting and reporting on complex operational performance statistics as a strategic management tool, identifying areas of under-performance and proactively implementing solutions

• delivering service that meets SLA and delights the customer
• achieving productivity improvements
• transforming and growing the business
• developing strong relationships and teams

• regular customer calls and meeting with the customer
• monitoring and strengthening an overall co-operation between arvato and the customer
• looking after on time payments by the customer
• regular reporting

• deliver the agreed SLA’s and KPI’s
• ensuring quality and operational standards are met or exceeded
• ensuring timely and accurate reporting
• responsibility for inbound and back office services (circa 150 employees)
• analyzing, interpreting and reporting on complex operational performance statistics as a strategic management tool, identifying areas of under-performance and proactively implementing solutions

• conduct Quality Monitoring, including direct live agent monitoring and remote monitoring
• conduct benchmarking sessions with Team Managers to ensure consistency
• ensure correct and accurate completion of quality reports
• brief team members and any other relevant parties regarding changes to the quality attributes or processes
• drive customer satisfaction results within the team through weekly/monthly analysis of call quality
• provide feedback to the Training & Quality team and keep operational management informed of performance at all times
• supervise and evaluate trainings
• recruiting

• deliver training as per business requirements to equip all staff with the skills, knowledge and behavior to complete their job role
• implement ‘best practice’ skills across the business areas to continually enhance the customer experience
• supporting the Head of Training & Quality in research, design, development, delivering and evaluation of training interventions ensuring effective learning
• communicate any changes in policy, procedures through the correct channels and ensure these are implemented