Claims Handler- Spanish Speaking needed at Collinson

About the Role

• As a Claims & Customer Support Advisor, you’ll be the first point of contact for customers needing assistance with their travel insurance. You’ll assess claims, answer queries, support policy changes, and ensure our customers receive clear, compassionate and accurate information—every time.
• This is a key role where your communication skills, attention to detail and commitment to excellent service will make a real impact on customer journeys.

What You’ll Do

• Handle inbound claims calls and assess claims in line with policy wording and insurer guidelines.
• Review documentation and communicate decisions clearly and professionally.
• Respond to customer emails and enquiries within agreed service times.
• Manage inbound sales calls, mid-term adjustments, and general policy queries.
• Identify and escalate potential fraud cases.
• Support vulnerable customers with appropriate care and guidance.
• Assist with complaint identification and escalation.
• Process accurate and timely claim payments.
• Work in line with FCA regulations and Treating Customers Fairly (TCF) principles.
• Collaborate with internal teams to improve processes and customer experience.

What You’ll Bring

• You will be fluent in Spanish ( both verbal and written)
• Matric or equivalent qualification.
• Minimum 1 year of experience in insurance claims—travel insurance experience is a strong advantage.
• Strong written and verbal communication skills.
• A confident and professional telephone manner.
• High attention to detail and accuracy in claims processing.
• Knowledge of FCA regulations and TCF principles.
• Ability to analyse data and documentation confidently.
• Experience with Gotrex or similar claims systems (advantageous).
• A positive, proactive and team-oriented mindset.
• Integrity, professionalism, and a customer-first attitude.

Why Join Collinson?

• Be part of a global organisation shaping the future of loyalty and travel experiences.
• Work with passionate teams supporting some of the world’s biggest travel, retail and financial brands.
• Collaborative, supportive and inclusive culture.
• Opportunities for growth and development.
• Work that truly makes a difference to customers when they need support most.