Cape Town City Centre: Travel Insurance Claims & Service Advisor (Must be fluent in German) | Cape Town

Are you a proactive, highly detailed professional with a passion for customer service and a background in insurance claims? Ready to join a global company dedicated to enhancing customer relationships? A leading Global Financial Services Group, known for enhancing travel experiences and providing specialised insurance solutions (managing products like Priority Pass and Columbus Insurance ), is seeking a dedicated Travel Insurance Claims & Service Advisor to join their team. This is a multi-faceted role where you will manage the full claims process, provide expert policy advice, and handle inbound salesall while adhering to strict regulatory standards like Treating Customers Fairly (TCF). Responsibilities: Claims Processing & Assessment: Assess and process claims in accordance with policy wording, insurer guidelines, and industry best practices. This includes reviewing documents and processing accurate and timely claim payments. Customer & Policy Expert: Deal with inbound calls, emails, and conversational claims, providing efficient, friendly contact. You will provide accurate verbal and written advice on policy coverage, claims decisions, mid-term adjustments, and customer support. Quality & Compliance: Ensure all responses are prompt and professional, meeting agreed timeframes (e.g., 24 hours for emails, excluding weekends). You will identify and manage customer complaints, recognize vulnerable customers, and ensure adherence to FCA regulatory requirements. Sales & Fraud Management: Manage inbound Travel Insurance sales calls and mid-term adjustments, ensuring quality and conversion targets are met. You will also identify and escalate potential fraud cases. Experience: Minimum of 1 year in insurance claims, with specific knowledge of key travel insurance products. Experience in claim validation with attention to detail. Experience with the Gotrex claims system or similar platforms is beneficial. Qualification: Matric (or equivalent qualification). Regulatory Knowledge: Understanding of FCA regulations and the Treating Customers Fairly (TCF) framework. Communication: Strong written and verbal communication skills in English, with a confident and professional telephone manner.