Position Overview & Specifications

Position Summary: To pro-actively handle claims from a variety of insurers in a manner that supports efficient and effective settlement for the policy holder.
To add value to the customer journey by providing sound technical advice and keeping the policy holder informed at key stages.
Functional Knowledge:

Customer focused
Provide quality service to both internal and external customers
Work with colleagues throughout the business
Respond to daily workloads as dictated by customer requirements
Make sure KPI’s and SLA’s are met
Handle and co-ordinate complaints and compliments
Achievement of targets
Competent use of technology

General Background, Experience & Professional Qualifications:

Insurance claims handling experience anadvantage
Excellent customer service, organisational & communication skills
IT skills
Ideally possess Insurance qualification but essential to show

Key Responsibilities:

Accurately input data
Manage client instructions through the development of high quality interpersonal skills and create good client relationships built around trust, respect and speedy resolution of assignments. Appointment making, diary management
Dealing with telephone queries, day to day within agreed service criteria.
Seek new opportunities to “sell” to existing and new clients.
Processing invoices, both interim and finals, referring where necessary.
Reviewing cases in a proactive manner and taking action to move claim forward, referring where necessary.
Dealing with and liaising with insurers and policy holders as appropriate.
Ensure work is prioritised effectively.
Contribute to the productivity targets through the effective planning and allocation of new and existing instructions.
Formulate, allocate (and/or participate in) projects as and when required and ensure they occur within timescales and company/client requirements.
Actively share knowledge with peers to develop oneself and others and to act as a role model in appropriate situations (e.g. new starters).
Actively seek to develop oneself through a positive attitude and through the achievement of professional qualities
Maintain awareness of Business Continuity programme and role within it
Able to demonstrate knowledge and/or awareness of FCA procedures and the TCF initiative
Actively seek to develop oneself and take responsibility for your own training and development

Behaviours:

Delivers cost efficiency in all activities.
Builds trust and respect by keeping to the commitments made.
Can convey a message across in one to one situations in a way which is understood.
Builds and maintains positive relationships within and across teams.
Seeks feedback and invests time in their own self development both technically and behaviourally.

Skills: