Role
Claims
Summary and Purpose:
To service the claims needs of our customers, providing quality customer care, ensuring that all issues relating to the claims process are dealt with proactively
To support management and colleagues throughout the company, in their endeavors to achieve and surpass targets and provide a first-class service at all times whilst adhering to all FCA principles and the specific requirements of:
- Treating Customers Fairly
- Contract Certainty
- Conflict of Interest
Main Duties:
- As an active practitioner, you will manage new instructions and work in progress in accordance with set service standards and company procedures. These duties include:
- Undertaking those enquiries necessary to obtain sufficient information to establish policy liability and progress claims efficiently.
- Registering new claims accurately on the company computer systems and updating the records during the life of the claim.
- Ensuring all claims and correspondence, on delegated authority cases, are correctly maintained and to provide a clear and concise history of events, actions and quantum assessment.
- Obtaining and submitting completed Client claim documentation to Insurers or nominated service providers promptly.
- Answering telephone calls promptly and effectively dealing with all enquiries in a professional and efficient manner.
- Processing incoming post within agreed service standards.
- Dealing with Client enquiries within designated time frames or as otherwise agreed with Client.
- Communicating effectively with Insurers, nominated serviceproviders, engineers and Loss Adjusters etc, using methods appropriate to the circumstances, (including telephone/e-mail/fax, dictation), to ensure the highest levels of customer service are maintained.
- Providing advice and assistance to Clients, to actively manage the claim process and minimise lapse time.
- Dispatching claim settlement cheques on date of receipt.
- Maintaining an up-to-date daily diary system, taking effective steps to conclude outstanding issues.
Education / Training / Qualification required:
- English, Maths and or working towards CII qualifications is desirable;
- Working with Acturis within Windows Virtual Desktop application;
- Compliant in using MS Office applications, i.e., MS Word, MS Excel, MS Teams;
Knowledge / Skills / Abilities required:
- Able to use own initiative
- Ability to work as a team player
- Practical working knowledge of current FCA regulations
- Experience of adhering to and maintaining systems and procedures
- Excellent interpersonal skills, including the ability to consult and influence at all levels
- Excellent communication skills, written and verbal
- Ability to develop effective working relationships externally and internally
- Personal effectiveness, including time management and priority setting
- High personal drive and resilience
- Ability to persuade, motivate, negotiate and influence
- Continuous application of personal/professionaldevelopment
Super