The team comprises of highly customer focused and dedicated individuals, who all strive to deliver the very best service and go the extra mile.  This is a relatively small team of claims underwriters, who work along side a technical claims team.

 

The successful candidate will work within the Direct Property Claims department, as part of a team of Claims Underwriters.  This team will deliver a high quality claims service to our Mid Net Worth household customers; whilst maintaining and enhancing the companys reputation for its claims handling service. This role will to be deliver an extraordinary claims handling service, alongside supporting the team leader in ensuring that resources are well managed and the team motivated at all times to deliver extraordinary customer service.

 

The objective of this team is to provide a fast track, yet extremely customer focused, claims handling service; therefore it is imperative that the successful candidate is able to inspire and energise their colleagues to really make a difference. 

·         To take claim notifications over the phone directly from customers and progress the claim in the most appropriate manner depending on the claim circumstances

·         To handle all claims in a proactive manner and within set service levels

·         Handle telephone calls from policyholders, brokers, loss adjusters and other experts

·         To negotiate and settle claims fairly; with an emphasis on prompt resolution and ensuring the customer is kept informed

·         To work unsupervised and show initiative in their claims handling approach  

·         Being 100% customer focused and being comfortable with our cleints claims handling philosophy - being able to impart this knowledge on junior colleagues 

·         To assist the team leader in providing focus and leadership to the team through pro-active workflow management to achieve the agreed service and productivity levels

·         Motivate the team to meet and exceed the agreed SLA’s, ensuring that these are well managed during times of claims surge

·         To encourage the team to handle all claims in a proactive manner

·         To assist the team leader with managing resources and call flows throughout the day

·         To assist the team leader during times of absence by completing pre-determined tasks

·         To assist in the absence of other Senior Claims Underwriters and to be fully cross trained in their tasks

·         To act as a point of referral for Claims Underwriters on a day to day basis

·         To ensure that the team negotiate and settle claims fairly; with an emphasis on prompt resolution and ensuring the customer is kept informed

·         To develop strong relationships with key stakeholders and be an advocate of the Claims Department 

·         Ideally a graduate with minimum of two A levels (or equivalent) at grade C or above

·         Applicants should have a experience of handling claims for an insurance company, preferably in the mid or high net worth household claims arena

·         Previous experience of mentoring or coaching others would be preferable

·         Outstanding communication and interpersonal skills combined with a proven track record of relationship management and customer focus

·         Demonstrable drive, self motivation and determination to achieve results

·         Strong influencing, negotiation and leadership skills

·         Outgoing and confident, with the ability to remain calm under pressure

·         Excellent ability to make informed decisions and accurate judgements

·         Must be an excellent team player

·         Must have excellent organisational skills and the ability to work in a methodical manner and meet deadlines

·         Must be able to demonstrate an understanding of what ‘customer focus’ means on a practical day to day basis, and a desire/drive to deliver this both as an individual and in leading the team

·         ACII progression or a willingness to begin professional studies would be advantageous

·         Good working knowledge of Windows packages