About the role
Managing customer claims lifecycle, gathering information from customers regarding their claim. Using the Scottish Friendly processes and policies to ensure that all information is properly documented so that it can be used in the future as a reference point.
Key responsibilities
* Processing of maturities surrenders and deaths for all books of business including Partnership claims.
* Ensuring claims are completed in a timely manner and within the agreed SLA.
* Engaging with customers throughout the claim process.
* Applying empathy and understanding to customers throughout the death claim process.
* Always ensure the highest standard of customer service.
* To ensure a high precision level in the maintenance of all relevant computer systems and excel spreadsheets.
* To ensure procedures are adhered to and kept up to date.
* To have a good knowledge of products with the ability to read & understand product specifications & T&C’s.
Qualifications and skills
* Experience in processing claims.
* Attention to detail with ability to complete work to a high standard.
* Effective communication skills – both verbal and written.
* Ability to work as part of a team and on your own.
* Accurate numerical skills with the ability to check claim values.
Scottish Friendly Values
We would like you to demonstrate the Scottish Friendly values in your role:
WE’RE IN THIS TOGETHER
* We collaborate and value each other’s opinion
* We’re a small team with a big impact
* We support each other to thrive and grow
WE CARE ABOUT OUR CUSTOMERS
* Our customers are at the heart of everything we do
* We’re committed to doing the right things for our customers
* We listen to and learn from our customers
WE KEEP MOVING FORWARD
* We always see change as an opportunity
* Our progress is based on careful management of our risks
* We have the courage to test new ideas and learn from them