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To efficiently and cost-effectively handle, negotiate, and settle claims within designated authority and agreed service standards.
The role involves:
1. Handling all claims from notification through to closure within agreed authority limits and service standards to obtain optimum settlement for the company and customer;
2. Assisting management in monitoring workflow, including telephony, electronic correspondence, mail, outstanding caseloads, processes, tasks, and distribution of new claims;
3. Being a point of contact and support for colleagues;
4. Handling all incoming telephone and written communication from customers, policyholders, their representatives, and other interested parties proactively and within SLAs;
5. Providing excellent claims customer service to customers, their representatives, brokers, service providers, and interested parties in a friendly, courteous, and professional manner, ensuring a positive customer experience throughout the claim process;
6. Ensuring that critical details are captured accurately at all stages of the claim to ensure proper handling and that data related to fraud indicators is directed to the relevant teams for maximum fraud detection.
Job Responsibilities
* Managing claims regarding policy indemnity and liability to reach satisfactory conclusions, maximizing customer satisfaction and minimizing costs, while being fair to both the customer and FBD;
* Establishing and maintaining adequate claims reserves in accordance with prudent reserving policies;
* Supporting best practice handling, attention to detail, independent decision-making, proactive information gathering, investigation, and evaluation, with a focus on cost-effective settlements and improving the FNOL process for a better customer and employee experience;
* Authorizing claims payments within agreed authority levels;
* Providing technical advice to customers, loss adjusters, and solicitors regarding claims process and next steps.
Regulatory and Compliance
* Understanding and adhering to regulatory standards including the Consumer Protection Code, Consumer Insurance Contracts Act, and Data Protection requirements;
* Working proactively to meet personal and team objectives;
* Reflecting the customer-centric approach of the Claims Department;
* Undertaking project work and participating in training to identify and address training needs.
Education
* Ideally, candidates should be Qualified Certified Insurance Practitioners (CIP) in General Insurance.
Experience
* Minimum of two years' claims handling experience, preferably in motor damage claims;
* Excellent interpersonal, numerical, and communication skills;
* Results-driven, innovative, and adaptable to change;
* Strong planning, coordination, and organizational skills;
* Problem-solving and decision-making abilities;
* High standards of quality;
* Team-oriented and collaborative;
* Technical skills and knowledge relevant to claims handling.
MCC
This role is classified as CF5, CF6 control function.
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FBD is an inclusive Equal Opportunity employer that considers applicants regardless of age, gender, ethnicity, culture, religion, language, sexual orientation, ability, disability, or social circumstances.
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