YOUR ROLE PURPOSE

Ensure all received claims are dealt with efficiently and accurately, whilst ensuring excellent customer service and pre-determined quality and service standards are maintained.

WHAT YOU'LL DO

• Handle all claims in a timely and professional manner.
• Ensure claims are dealt with accordingly whilst ensuring excellent customer service and pre determined company quality and service standards are maintained.
• Negotiate with Claimants and their Solicitors.
• Review and estimate current claims files.
• Providing advice on making a claim and the processes involved.
• Processing new insurance claims notifications.
• Analysing a claim made by a policymaker.
• Guide policyholders on how to proceed with the claim.
• Contact trades people from a network of approved professionals and arranging for them to make repairs on the policyholder's property.
• Monitoring the progress of a claim.
• Investigating potentially fraudulent claims.
• Identifying reasons why full payment may not be made.
• Ensuring fair settlement of a valid claim.
• Handle any complaints associated with a claim.

CONDUCT RULES AND GENERAL

• You must act with integrity.
• You must act with due care, skill and diligence.
• You must be open and cooperative with the FCA, the PRA and other regulators.
• You must pay due regard to the interests of customers and treat them fairly.
• You must observe proper standards of market conduct.
• You must act to deliver good outcomes for retail customers.
• Ensure all policies and procedures are implemented and complied with, including financial regulations, data protection, health and safety and all regulatory requirements.
• To identify and manage risk within the scope of the post and be accountable for ensuring that appropriate actions are taken to make sure that controls are in place to manage the risk.
• Ensure a high level of customer service is provided to both internal and external customers.
• Ensure positive promotion and representation of the organisation at all times.
• Exhibit and live the values and uphold standards of behaviour.
• Undertake any other reasonable duties as requested.

HOW YOU'LL BE SUCCESSFUL

• Completion of set projects within timescales and budget
• Evaluation and utilisation metrics on team activities
• Achievement of objectives, Key Performance Indicators (KPIs) and targets
• Completion of mandatory training and CPD
• Feedback from customers, stakeholders, and colleagues
• Demonstrating and evidencing our values and behaviours

WHAT YOU'LL NEED

Experience

• Previous FCA environment is desirable.

Skills, Knowledge and Aptitude

• Excellent communication and interpersonal skills.
• Good judgement and decision-making skills.
• Good knowledge and understanding of the product(s).
• Good analytical and negotiation skills.
• The ability to work to deadlines whilst maintaining the right balance between work quality and work output.
• Good knowledge and understanding of FSA requirements.
• A strong team working ethic but also with the initiative to work alone.
• Strong customer service skills.
• Negotiation and decision-making skills.
• Communication skills and a confident disposition when dealing with people, often in difficult circumstances.
• Organizational and time management skills.
• Initiative and the ability to adapt quickly to different situations.
• Good numeracy and literacy.
• Interpersonal skills.
• Discernment and the ability to assess a situation objectively.
• Attention to detail and sound report-writing skills.

Qualifications and Training

• CII - work towards industry recognised qualifications desirable but not essential
• In house and external training in Commercial Insurance products and policies

Other

• Subject to satisfactory DBS check.