Interview Flashcards
(13 cards)
Can you tell us about yourself and your experience?
I bring over four years of experience in customer care and insurance. At Independent Counselling Service, I support clients with complex and sensitive situations, while my previous role at Niger Insurance involved advising clients on health benefit policies and managing claims. These roles sharpened my ability to interpret policies, resolve concerns compassionately, and communicate effectively. I’m now eager to transition into auto claims, where I can combine my service orientation with growing technical insurance knowledge.
Tell us about a time you dealt with a difficult customer.
Situation: A client was upset about a delay in delivery of documents that they requested.
Task: I needed to de-escalate and resolve the issue.
Action: I listened attentively, apologized sincerely, and expedited a resolution by finding out what the bottleneck was. We discovered unpdated contact information.
Result: The client’s trust was restored, and they complimented our responsiveness in follow-up.
Tell me about a time you had to prioritize multiple urgent tasks. How did you manage it?
Situation: During a staffing shortage, I had to handle multiple client concerns, shift coordination, and documentation.
Task: I had to prioritize without compromising service quality.
Action: I listed tasks by urgency and impact, delegated what I could, and communicated timelines clearly to clients.
Result: All critical issues were resolved within the day, and my supervisor recognized my proactive planning.
Describe a time you made a judgment call that impacted a client’s claim.
Situation: A client at Niger Insurance filed a borderline claim for a procedure not fully covered.
Task: I had to explain policy limits while maintaining the relationship.
Action: I interpreted the coverage terms carefully, explained the rationale, and offered alternative assistance.
Result: The client appreciated the clarity and renewed their policy the following year.
A client is unhappy with your claim decision. What do you do?
I’d invite them to share their concerns, then walk them through the claim findings and relevant policy wording. If new information arises, I’d reassess fairly. The goal is to ensure transparency and fairness while maintaining policy integrity.
How do you manage your caseload during a high volume period, like a storm event?
I prioritize claims based on severity and client vulnerability, use templates and digital tools for efficiency, and communicate delays proactively. I stay flexible and focused, understanding that high-pressure situations are part of claims service.
How do you prioritize tasks when dealing with multiple claims and deadlines?
I assess tasks based on urgency, policy deadlines, and client impact. I create a daily priority list, use claims management software for tracking, and schedule follow-ups. I remain flexible to handle emergencies and ensure consistent communication with clients and stakeholders.
Tell me about a time when your attention to detail helped avoid a costly error.
Situation: A client submitted a claim with missing documentation.
Task: I had to validate the claim before processing.
Action: I carefully reviewed the file and noticed inconsistencies in the repair estimate. I contacted the repair shop and confirmed the correct invoice.
Result: We prevented an overpayment of over $800 and maintained accuracy in our records.
What does Diversity, Equity, and Inclusion mean to you?
DEI means creating a work environment where everyone feels valued, respected, and able to contribute fully, regardless of background. For me, equity involves recognizing different needs and removing systemic barriers. In client service, it means treating every client with dignity and being culturally aware.
Can you give an example of how you supported an inclusive or diverse environment?
Situation: A non-English-speaking client struggled to understand their benefits.
Task: Ensure clear, respectful communication.
Action: I used visual aids, simplified language, and confirmed understanding at each step. I also arranged interpreter support for future visits.
Result: The client felt supported and later referred other clients to us.
Why do you want to work with us as a co-operative insurer?
Your purpose-driven approach and co-operative model align with my values of fairness, service, and community empowerment. I’m drawn to your focus on resilience, sustainability, and doing the right thing.
What does ‘doing the right thing’ mean to you as a claims representative?
It means making fair, honest decisions even when it’s challenging. It’s about clear documentation, thorough investigations, and treating every client with respect and empathy—especially during stressful times.
What are your long-term career goals in insurance?
My goal is to complete my CIP designation and grow into a senior claims role or eventually a leadership position. I want to deepen my knowledge in auto and property claims and help shape ethical, efficient claims practices.
