Emergency Team Member

Hellas Direct is a dynamic and innovative insurtech company dedicated to redefining insurance and making customers' lives better by providing personalized and affordable solutions. We are looking for an empathetic, communicative and detail-oriented person to join our newly formed Emergency Team. Interested in changing insurance with us? What you will be doing In this role, you will be the first point of contact for injured parties, insured people, customer representatives and external partners right after an incident. You will receive the initial accident notifications, collect and record all the essential information, open and register the new claim files and handle the related back-office tasks. Your goal is to make every new claim start smoothly, efficiently and empathetically, whether it comes in by phone, email or digital channels. Key Responsibilities - Accident notification (FNOL) handling: Answer incoming calls from injured parties, insured persons and customers reporting an accident, with empathy, professionalism and clarity. - Accurate incident recording: Collect and accurately record all essential information about the incident: the circumstances, the parties involved, the vehicles, and any injuries or property damage. - Claim file creation and registration: Open, register and properly structure new claim files in our claims management system, based on phone notifications, emails and back-office requests. - Back-office operations: Process and review initial claim notifications, incoming documents and invoices received via email or other digital channels. - Customer guidance: Explain the next steps and the required documentation, providing accurate, valid and complete information and making complex procedures simple to understand. - Document verification and record keeping: Review incoming documents and technical details carefully and keep meticulous, accurate records for every case. - Escalation: Identify complex cases, discrepancies or potential issues early and refer or escalate them promptly to the appropriate claims team. - Cross-functional collaboration: Work closely with the Claims, Product and Business Development teams to streamline workflows and continuously improve Hellas Direct's services and customer experience. What we are looking for - Excellent communication and interpersonal skills, with an empathetic mindset. - Great attention to detail and strong organisational and time-management skills. - Ability to remain calm under pressure and handle sensitive conversations with people who have just had an accident. - Strong problem-solving abilities, especially when reviewing documents and claim details. - Ability to follow established procedures, deadlines and guidelines. - Tech-savvy and comfortable using modern software and digital tools. - Excellent teamwork. - Fluency in Romanian and English (written and spoken). Benefits - Monthly gross salary range is 6,800 to 7,095 RON. - Medical Subscription. - Employee’s discount for car insurance. - 25 days of annual leave. - Meal voucher for each working day per month.