3 questions to Mrs. Maria Kostadinova, Appeals Manager at Intelliway Services GmbH

1. Who is Maria and why did you choose IntelliWay Services?

I would describe myself as curious and open-minded. I am constantly looking for new challenges so I can rediscover myself over and over again. As I strive for a good work-life balance, I decided to take a completely new direction in my career a while ago and I started working at IntelliWay. Before that, I worked as a Sales Manager and Head of Sales at one of the largest international elevator companies in Germany for ten years.
The work was interesting but involved a lot of travel, and at one point no longer suited my life. At IntelliWay, this is different. Here I can mainly work online from my two head offices – in Switzerland and Bulgaria. Moreover, I like the exchange of thoughts and cooperation with experts from various areas.

2. What skills does a Customer Claim Manager need to have in order to be optimally fit for this position?

A Customer Claim manager should be customer-centric, communicative and proactive. In my opinion, the most important skill is the ability to think and act in a solution-oriented manner. In addition, in this position one has to react effectively and quickly, work in a structured and organised manner and have patience and perseverance. These are skills that will be in even greater demand in the near future, as claims are expected to increase rapidly due to rising energy costs and inflation. We are well prepared for this upcoming wave because we have already processed more than 1.000 claims or appeals.

3. What makes a claim processing a competent and professional response?

Acting quickly and in such a way that both parties – the owner and the tenant – can understand and accept the result. It is in the owner’s interest a tenant's claim is handled quickly in order to avoid payment defaults. A tenant, on the other hand, has to feel they are taken seriously with their concerns. It is therefore important for both sides the facts of a case to be clarified quickly. In addition, tenant satisfaction should always be proactively worked on. This includes, for example, the dismissal of a claim must be correct, timely made and understandable. This also avoids time-consuming legal disputes.