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Job Description
Senior Claims Handler
Do you have amazing customer service skills and experience?
Do you have some Insurance knowledge?
Want to work for a company that cares about their staff and offer training courses to help progress in your career??
We are looking for 2 Senior Claims Handlers
The roles are permanent, working 37.5 hours per week, between the hours of 08:00am - 20:00pm (Mon - Fri). If required, 09:30am - 17:30pm (Sat (rota) and Bank Holidays)
The role is based near Taunton , ( Transport is a must) however due to current government restrictions, you will be working from home.
Induction and training will be office based
Please note this is not a home working role and the ability to attend the office is a requirement.
The applicant will be required to manage a caseload of claims, have good communication skills and work well within a team environment.
Duties:
To effectively and efficiently key on claims and establish first contact with policyholders in accordance with each clients SLA agreements
To ensure all phone calls are answered in a timely manner in accordance with SLA agreements and maintain high levels of phone availability as and when required in line with business demands.
To ensure all complaints received are recorded accurately on receipt are resolved within the informal period in the majority of cases and that all appropriate customer communication is issued (SRC , holding letters or FRL letters)with any relevant reporting to client using the clients preferred reporting process
To pursue surveyors to ensure their compliance with company SLAs
To complete second call tasks and review claims that are on hold in the BCS process to actively push these through the BCS claims journey
To flag any sight call claims appropriately on the system and ensure these are accurately signposted to the surveyors.
Ensure compliance and adherence with all e-signal modules
From time to time you will be expected to carry out other duties and special projects in addition to key roles and responsibilities to suit business needs, this may involve assisting or moving to a different team in Operations.
Ideal candidate
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Previous customer service experience and experience with preventing and resolving complaints Previous Insurance industry experience (Household) Cert CII or Cert CILA qualified or working towards- we would expect you to complete this if successful in the role Buildings Insurance for Claims Handlers, Technical Modules or other qualification or on job based technical training that provides you with the ability to build scopes, review estimates or variations and settle claims. Ability to identify and know how to manage claims leakage Good understanding of Fraud and Recoveries processes
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You must consistently demonstrate an ability to do you job to the expected standard and Take ownership of own personal development.
Attitude Displays a positive, customer, client and team centred approach to their work. Understands the importance of the customer and demonstrates good listening and empathy skills and enjoys working as part of a successful team. Is personable and well presented. Intelligence Comfortable with the intellectual requirements of their role but wants to continue to learn and |
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Integrity Displays honesty and integrity in all their professional activities. Intensity Able to maintain a productivity level and job focus expected of someone of their experience, knowledge and qualifications. Is proactive and looking to drive through innovation. |