Overview
Managing end-to-end claims process regardless of size, including larger, more complex or contentious claims arising with brokerage clients. Responsible for investigation, evaluation, negotiation and settlement of insurance claims.
Responsibilities
* Utilise comprehensive knowledge of insurance policies, coverage types and claims procedures to accurately assess and adjudicate claims within timelines and guidelines.
* Collaborate closely with internal departments, external vendors and stakeholders to ensure timely and efficient resolution of claims.
* Analyse claims data, identify trends and develop strategies to mitigate risk and create reports to reduce claim frequency and improve overall claims management processes.
* Provide leadership, guidance and mentoring to the Claims Handler and other junior team members to foster a culture of excellence, accountability and continuous improvement.
* Develop and maintain strong relationships with clients, brokers, insurers, loss adjusters/assessors, 3rd party legal representatives and industry partners to enhance customer satisfaction and loyalty.
* Stay abreast of industry trends, regulatory changes and emerging technologies to drive innovation and make informed decisions.
* Prepare and present reports and presentations, highlighting key performance indicators.
* Visit clients in the event of a loss to investigate circumstances and build a robust claim that brings a swift, favourable conclusion.
* Negotiate with insurers to obtain the best possible settlement terms under the policy.
* Act as an advocate of the claims function and settlements.
Knowledge
* Strong understanding of insurance policies, coverage types and claims procedures (essential).
* Brokerage experience (essential).
* Strong client relationship management experience (essential).
* Understands general and legal principles of insurance.
* Understands relevant regulatory and legal frameworks.
Skills
* Excellent analytical, problem‑solving and decision‑making skills (essential).
* Outstanding communication, negotiation and interpersonal skills (essential).
* Customer‑focused approach (essential).
* Ability to work independently, prioritise tasks and meet deadlines in a fast‑paced environment.
* Confident, assertive and resilient under pressure.
* Ability to provide constructive feedback, coaching and mentoring to support the professional growth of junior team members (essential).
* Ability to adapt to diverse personalities, perspectives and cultural backgrounds, fostering inclusive and collaborative work environments.
* Experience in compassionate care by providing emotional support, guidance and encouragement to clients in difficult or distressing situations (essential).
Qualifications
* GCSE Maths and English (or equivalent).
* A levels (desirable).
* CII (desirable).
* Acturis exposure (desirable).
What do we offer in return?
* A career that you define with possibilities for growth and development.
* Inclusive and diverse culture with no one “Howden” type.
* Reasonable adjustments, including flexible hours or hybrid working arrangements where available.
* Competitive, permanent position based in the Swansea office (2-3 days per week).
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