Motor First Notification of Loss (FNOL) Customer Experience Specialist – UK Location: United Kingdom (Remote) Work Arrangement: Fully Remote Employment Type: Full-tim About Reserv Reserv is an insurtech creating and incubating cutting-edge AI and automation technology to bring efficiency and simplicity to claims. Founded by insurtech veterans with deep experience in SaaS and digital claims, Reserv is venture-backed by Bain Capital and Altai Ventures and began operations in May 2022. We are focused on automating highly manual tasks to tackle long-standing problems in claims and set a new standard for TPAs, insurance technology providers, and adjusters alike. We have ambitious (but attainable!) goals and need people who can work in an evolving environment. If building a leading TPA and the prospect of tackling the long-standing challenges of the claims role sounds exciting, we can't wait to meet you. About the role As a Customer Experience Specialist at Reserv, you will be an integral part of our dedicated team focused on providing exceptional service to our customers during the insurance claims process. You will handle motor ‘FNOL’ by phone and email inquiries, provide support, and ensure a smooth and positive experience for all involved parties as they navigate their claims journey. Your expertise in insurance and claims will enable you to deliver exceptional, empathetic assistance. What you'll do - Serve as the primary point of contact for customers, providing professional and compassionate assistance throughout the claims process via phone, email, and other communication channels - Anticipate the customer needs and take action to manage the process to full resolution - Provide guidance and information to customers regarding the claims process, taking any additional steps necessary for the prompt and accurate resolution of their claims - Develop and maintain a solid understanding of claim procedures to provide accurate and consistent information to customers - Accurately record and update customer information, claim details, and related documentation in our internal systems, ensuring data integrity and adherence to company protocols - Identify and address customer concerns, complaints, and disputes with empathy and professionalism - Work collaboratively with internal teams to investigate and resolve complex issues, escalating matters when necessary to achieve timely resolutions - Strive to exceed customer expectations by delivering exceptional service, actively listening to customer feedback, and proactively seeking ways to improve the customer experience - Adhere to company policies, procedures, and regulatory requirements, ensuring the privacy and confidentiality of customer information at all time Qualifications - 5 GCSE’s or equivalent, insurance certifications are a plus - Previous experience in customer service within insurance or a call center environment with a focus on claims; high volume, fast-paced - Strong knowledge of insurance claims processes, terminology, and best practices - Excellent communication skills, both verbal and written, with the ability to explain complex concepts clearly and empathetically to customers - Active listening skills to understand customer needs, concerns, and emotions, and respond appropriately - Strong problem-solving and critical-thinking abilities - Proficiency in using customer relationship management (CRM) systems and other relevant software applications - Empathy, patience, and resilience to handle challenging customer interactions with professionalism and composure - Strong organizational and time management skills to prioritize tasks and meet deadlines effectively - Enjoy telephone conversations Benefits - Generous health-insurance package with nationwide coverage - Pension plan with employer contributions - Industry Qualifications paid by us (after a qualifying period) - Competitive holiday / leave policy in addition to bank holidays – we want our employees fresh, healthy, happy, and energized! - Work from anywhere to facilitate your work life balance - Apple laptop, large second monitor, and other quality-of-life equipment you may want. Technology is something that should make your life easier, not harder! At Reserv, we value diversity in backgrounds, perspectives, and life experiences and believe that diversity in viewpoints and critical thinking drives innovation, first-principles thinking, and success. We welcome applicants from all backgrounds and encourage those from all walks of life to apply. If you believe you are a good fit for this role, we would love to hear from you!

• recommend upgrades to health plans • Conduct research and do outbound calls for customer inquiries • Assist members with their online health account • Support customer experience and the overall success of the team

• Assist the Regional Director of Operations in the development and implementation of regional operational strategies and initiatives. • Serve as a point of contact and resource for Executive Directors and community leadership teams on operational matters. • Support the rollout and adoption of new company programs, policies, and procedures at the community level. • Develop and deliver training and support to community teams on operational best practices. • Assist in the development and dissemination of operational reports and performance metrics. • Track and analyze key performance indicators (KPIs) related to resident care, occupancy, financial performance, and regulatory compliance at the community level. • Identify trends, challenges, and opportunities for improvement within the region. • Assist the Regional Director of Operations in developing action plans to address performance gaps. • Support communities in the development and implementation of performance improvement plans. • Support communities in maintaining compliance with federal, state, and local regulations and licensing requirements. • Assist in the preparation for and response to regulatory surveys. • Support the implementation of quality assurance programs and initiatives. • Conduct on-site operational reviews and provide feedback to community leadership. • Champion a resident-centered approach to care and services across the region. • Support communities in implementing strategies to enhance resident and family satisfaction. • Assist in the resolution of complex resident and family concerns, escalating to the Regional Director of Operations as needed. • Promote a positive and welcoming environment within each community. • Foster strong working relationships with Executive Directors, community leadership teams, and regional support staff. • Facilitate effective communication and information sharing across the region. • Participate in regional meetings and provide updates on operational initiatives and performance. • Collaborate with other regional support functions (e.g., clinical, sales, marketing) to ensure alignment and support for community operations. • Manage and support regional operational projects as assigned by the Regional Director of Operations. • Develop project plans, track progress, and ensure timely completion of deliverables. • Required to travel regularly to assigned communities within the region. • May serve as Interim Executive Director (ED) during leadership vacancies or transitions. • Responsible for performing all essential duties of the Executive Director role when assigned to a community. • Provides hands-on, on-site leadership to stabilize operations and ensure continuity of care and services.

• Manage inbound client calls regarding payments, cancellations, policy changes, coverage questions, and general service needs. • Maintain calm, confident, and friendly communication while multitasking across several systems and screens. • Identify opportunities to deepen client relationships or support revenue retention by recognizing unmet needs or coverage gaps. • Ability to address concerns, overcome objections, and present solutions or alternatives. • Enter accurate information and process updates in real time during client calls. • Process endorsements, audits, and other policy modifications. • Perform additional duties as assigned.