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Claims Handler
 
Title: Claims Handler
Category: Customer Support / Client Care
Job type: Permanent
Job status: Full Time
Salary: £25,001.00 - £30,000.00
Salary per: annum
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Description:
Job Purpose:

As part of the Claims Function, and reporting to the Claims Team Manager or Claims Centre Manager, the role of Claims Handler (Level 2) is to manage effectively a caseload of claims ensuring that company policy, procedure and regulatory requirements are adhered to at all times.

The jobholder will, at various times, act for the Insured and Insurer. The jobholder will be responsible for adhering to all the Group's procedures and policies in relation to the identification and management of potential conflicts of interest and for the fair treatment of customers, and will ensure they follow the systems and controls operating to ensure that this is the case. They will also be required to comply with all relevant industry and regulatory legislation.

Duties and Responsibilities:

Deliver all specific objectives as assigned upon appointment

Efficiently handle all claims which are part of the job holder's file allocation in accordance with group SLA's

Deliver effective and proactive communications when negotiating, focusing on claims resolution to optimise settlement times

Deliver a customer centric claims proposition that will enhance the Towergate reputation / brand

Ensure that all regulatory obligations, legal requirements and company procedures and service level agreements are met.

Technical authority to handle all claims in accordance with the job holder's claims license document.

Refer claims which fall outside of personal authority level to appropriate referral point

Gather and process information, as directed, to support the effective assessment of more complex cases.

Maintain and develop personal knowledge and skill through continued professional development as well as ongoing at desk training and ensuring that this is recorded in line with Training & Competency requirements.

Carry out robust diary management of an assigned caseload and improve closing ratios to above 100%.

At all times provide excellent customer service and encourage others to do likewise

Adhere to the Towergate Supplier Panel

Oversight and accountability for delivering for our customers by full compliance with the Towergate Complaint Management process

To undertake any other task as may reasonably be required by the company, and where circumstances dictate, work more flexible / additional hours to support the claims proposition for our customers.

Skills & Experience:

Working knowledge of appropriate product lines

Working knowledge of UK claims and market practices.

Ability to correctly interpret policy cover

Ability to apply a high level of self-management.

Enthusiasm and passion for strong customer service

Strong analytical, verbal and written skills.

Cert CII qualified, or significant progression towards.
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