Role: Claims Handler
Location: Birkenhead ( 2 days in the office per week)
Permanent
Job Purpose
To work within a Claims environment, processing and handling of new and existing Structural Warranty claims. You will manage your own caseload of claims within a delegated authority, aiding and supporting the Claims Team Leader and Head of Claims, liaising as necessary with Policyholders, Solicitors, Technical Surveyors and insurers, and operating strictly within FCA Regulations & Guidelines.
Key Responsibilities
* Answering calls and emails from Policyholders, providing advice on the claims process and an excellent customer experience at all times.
* To act as the main point of contact for Policyholders who have submitted a claim
* Collect accurate information and documents to proceed with a claim ensuring that all information is accurately recorded and maintained on the claim file.
* Assess a claim made by a policyholder fairly and consistently to ensure that correct coverage decisions are made.
* Proactively manage your own caseload of Structural Warranty claims, of small to medium value and complexity, ensuring they are correctly handled and that there is a fair and prompt settlement of any valid claims.
* Work with the Recoveries Team to highlight potential recovery and/or mitigation opportunities
* Set and maintain appropriate reserves throughout the lifecycle of all claims
* Handle claims declinatures and appeals
* Ensure the customer is treated fairly at all times
* Work closely with insurers and solicitors when needed
* Adhere to legal requirements, industry regulations and customer quality standards set by the company.
* Regularly review and improve existing processes
* Undertake any other duties as reasonably required
Key Skills & Experience
* Good experience in handling claims and providing excellent customer service
* Investigation skills
* A general understanding of the insurance market and related products
* Ability to deal professionally with clients/management/staff at all levels
* Ability to work under pressure to a high standard
* A high level of written and verbal communication skills
* A strong decision maker
* Enthusiastic and committed with a desire to achieve and exceed targets
* A high level of listening and problem solving skills
* Excellent prioritising skills
* Able to react quickly and effectively when dealing with challenging situations
* Proven experience of understanding the importance of providing excellent customer service and experience in delivering customer support
* Work well with other team members
* Working knowledge of FCA Regulations
* Well organised and conscientious with ability to plan and monitor work tasks
* Good IT skills, including Windows Office Suite
Educational Requirements
* To have or be working towards insurance related qualifications such as CII
Benefits
* Annual bonus
* Excellent pension scheme
* Private Medical Insurance
* Enhanced Maternity/Paternity leave (after 2 years service)
* 25 days annual leave plus bank holidays
* x2 well being days per year
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