Position Summary
This role is to handle claims and support the team leader within the day to day operation of the team – including productivity, audits, coaching and mentoring of staff
Functional Knowledge
1. Extensive Knowledge of the insurance market, the basic insurance principles and the ability to apply them
2. Extensive Knowledge and understanding of standard policy terms and market variations.
3. Good understanding of Client SLA compliance/productivity/quality requirements
4. Good understanding of FSA procedures and TCF initiative
General Background, Experience & Professional Qualifications
5. ACII qualified
6. Insurance experience required
7. Team player
8. Customer service experience
9. Excellent and proven communication skills
Key Responsibilities
10. Assist the Team Leader manage the client relationship effectively by ensuring the team understand client requirements, deliver to SLAs and achieve KPIs
11. Assist the Team Leader create and utilise quantitative and qualitative MI to monitor and drive standards of performance within the team
12. Contribute to the operational plan for the team through effective planning and organisation of personal and team’s workload ensuring productivity targets are achieved
13. Act as role model for the team by demonstrating and clearly communicating the core values and vision of the team
14. Ensure the team is fully compliant with Company policy and procedure and external regulatory requirements
15. Act as a customer champion by monitoring standards of call performance and seeking feedback to enhance the customer journey
16. Actively share knowledge with peers to develop oneself and others and to act as a role model in appropriate situations (. new starters)
17. Assist the Team Leader with Internal audit procedures and the development of appropriate plans to ensure continuous improvement
18. Formulate, allocate (and/or participate in) projects as and when required and ensure they occur within timescales and company/client requirements
Behaviours
19. Builds and maintains positive working relationships within own team and across teams breaking down silos
20. Behaves in a strongly customer focussed way to ensure development and maintenance of client and customer relationships
21. Communicates effectively by sharing, listening and exchanging information
22. Inspires and energises others by taking the initiative to make things happen
23. Demonstrates a proactive solution focussed approach to problem solving
24. Creates a positive learning environment in which the team is motivated to learn and develop
25. Champions and drives change to improve ways of working and respond to changing business priorities
Skills
26. Ability to work on own initiative
27. Ability to demonstrate attention to detail
28. Excellent customer service and communication skills
29. A positive attitude and a proactive approach to solving problems
30. Influencing skills in order to have a positive impact on team members
31. Excellent analytical and decision making ability in order to analyse complex information correctly and make sound decisions to support business needs
32. Excellent organisation skills to deliver high standards - time, cost, quality, efficiency and value
33. Excellent written and verbal communication skills to communicate in a concise and open manner
34. Excellent customer service / client relation skills to manage relationships and provide effective dispute resolution
In Addition
The jobholder will be required to carry out any other function or task that may be expected from them or assigned to them from time to time, within their span of knowledge and ability
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