Vacancy Description
To provide telephone and administrative support within a range of activities to include quality checking, postal receipts, pursuing monies from third parties (third party insurance companies) and management reports.
Accountabilities & Main Responsibilities
Liaise in a professional manner with external and internal customers using the most appropriate medium e.g. telephone, email, letter.
Set up new claims, log and distribute when necessary and create files in accordance with Client SLA's and Company KPI's.
Collate paperwork and reports with enclosures for distribution to clients in accordance with SLA's and KPI's.
Answer and deal with telephone calls in accordance with SLA's and KPI's.
Complete all post, faxes and emails within agreed client SLA's.
Ensure correct file management.
Provide guidance and technical training to junior members of staff within agreed limits and peril.
Build and maintain effective relationships with all customers through telephone call and written correspondence.
Desktop Claims Recovery Handling including providing documentation in support of outlays and negotiation skills.
Follow protocols and guidelines to ensure client service standards are met in accordance with SLA's.
Adhere to quality standards.
Ensure effective use of internal technology.
Achieve defined quantative targets.
Manage and prioritise workflow.
Operate within own area of accountability, escalating issues and seeking guidance when required.
Contribute to the production of information to enable provision of financial and SLA reporting.
Ensure own development and PDP maintained in accordance with company policy, undertaking regular training sessions and reviews to ensure an acceptable level of competence is maintained
Job Related Experience, Qualifications & Skills:
Essential
Property Household Claims Experience within agreed limits over £25,000 and Perils.
Good communication skills.
Good team player.
Ability to work on own initiative with limited supervision.
IT skills.
Good telephone manner.
Desirable
Educated to GCSE level (minimum 5 to include English and Maths).
12 months previous property claims / recovery experience.
Previous experience of dealing with a significant caseload, processing high volumes within tight timescales.
Experience of working and providing work with a high level of attention to detail.
