Sally Cooper

• Handling customer claims via email and other digital methods, in line with company performance expectations to meet customer and operational demands
• Working in a small team to establish the Live chat service which has grown to become a successful method of communication for our members.
• Assessment of complex claims using medical documents and communication with both the member and specialist.
• Working in conjunction with other departments to ensure a seamless claims journey.

• Handling customer enquiries via the telephone, meeting customer and operational demands in a busy contact centre

• Processing and assessing Health insurance claims from both individuals and large corporate companies, ensuring all data and information is accurately captured to support a successful claim

• Respond, prioritise and manage a varied and challenging workload through the working day including urgent customer queries, ongoing case management and ensure accurate documentation of claims information on internal systems.

Liaising with other departments, specialists and their secretaries to ensure a seamless claims journey.

• Designed training programmes for enhanced team performance.

• Providing an effective case management process by responding to customer queries in an efficient yet sensitive manner

• Gathering medical information required to assess and progress the insurance claim from several sources including the policy holder, GP, Medical Specialist and the Hospital

• Liaising and working with a number of internal departments to resolve queries and ensure a smooth customer experience during the claim

Providing an effective case management process for the Aviva staff, by assessing claims and responding to staff queries.

Providing an excellent customer service and reassurance to act in a discreet manor for the staff I work with closely, along with Staff in the wider business,

Respond, prioritise and manage a varied and challenging workload through the working day including urgent customer queries, ongoing case management and billing issues.

Engaging with a variety of clients via the telephone, to identify their mortgage needs. Offering expert advice and options to best suit their personal needs.

Maintaining efficient, professional relationships with clients to ensure they have confident in my decisions.

Calculating the affordability of each client using various mathematical formulas and offering suitable mortgages products.

Having an in depth knowledge of interest rates, mortgages and the general economic situation of the UK.