WNS (Holdings) Limited (NYSE: WNS) is a global leader in Business Process Management (BPM) services. The company combines industry expertise, advanced technology, and analytics to develop innovative digital solutions for businesses across multiple sectors.

WNS works with organizations in industries such as travel, insurance, banking and financial services, manufacturing, retail and consumer packaged goods, shipping and logistics, healthcare, and utilities. Through operational excellence and digital transformation strategies, the company helps clients improve their business outcomes and prepare for the future.

The organization provides a wide range of BPM services, including finance and accounting, procurement, customer interaction services, and human resource management. With a workforce of over 64,000 employees, WNS collaborates with more than 400 global clients to deliver tailored solutions that address unique business challenges.

Job Description

Working Hours and Shift Options

The position offers flexible shift patterns, including:

• Weekday Evening Shifts:

  • 17:00 – 22:00

  • 17:30 – 22:30

• Weekday Morning Shifts:

  • 07:00 – 09:00

• Weekend Shifts:

  • Saturday: 08:00 – 22:00 (6–12 hour shifts available)

  • Sunday: 08:00 – 22:00 (6–12 hour shifts available)

• Night Shifts:

  • 22:00 – 09:00 (various shift patterns from Monday to Sunday)

Applicants must be able to work either Saturday or Sunday and on bank holidays.
Work schedules are flexible and will be finalized during the interview process.

Candidates may also be required to complete a training period of up to 35 hours per week.

Purpose of the Role

The primary objective of this role is to deliver high-quality customer service by responding to customer inquiries efficiently and handling insurance claims in a professional and proactive manner.

The role also involves negotiating claims within the defined Service Level Agreements (SLAs) while ensuring cost-effective outcomes and maintaining high service standards.

Key Responsibilities

Customer Interaction

• Answer incoming calls and conclude them according to company procedures.

• Handle inbound First Notification of Loss (FNOL) calls related to motor insurance claims.

• Provide a calm, clear, and supportive customer experience, especially for customers involved in accidents or incidents.

Claims Handling

• Collect accurate and detailed information about incidents, vehicles, drivers, and third parties involved.

• Conduct necessary liability inquiries to support claim settlement negotiations.

• Evaluate cases carefully and negotiate settlements in the best interest of the customer and company.

Compliance and Documentation

• Ensure compliance with industry regulations, internal policies, and data protection standards.

• Maintain clear and professional communication with policyholders regarding claim progress and status updates.

• Manage administrative tasks such as updating claim files, writing emails, and maintaining organized documentation.

Case Assessment and Escalation

• Assess the urgency of cases and escalate complex or high-priority claims when necessary.

• Remain alert to potential fraud indicators and report concerns according to internal procedures.

• Handle customer complaints in line with company guidelines and processes.

Time and Workload Management

• Prioritize tasks effectively and maintain efficient time management.

• Proactively manage a portfolio of claims, ensuring all cases are handled accurately and promptly.