Claims Call Handler Newcastle upon Tyne, England
Job description
Customer Claims Call Handler- UK HYBRID WORKING- £22,500- £25,000 Excellent benefits package, full training programme, up to 25days holiday plus bank holidays, buy/sell up to 5 days holiday, bonus scheme (5% of basic salary based on business and personal performance), healthcare, pension, life assurance and many other lifestyle discounts. Working hours 37.5 hours per week Monday – Friday.
Responsibilities:
- Ensure customer solutions are delivered In line with the policy of insurance and claims handling processes to provide an excellent claims customer experience.
- Make necessary investigations and decisions on liability and quantum, identifying possible fraudulent cases, highlighting indemnity concerns and corroborating circumstances to make accurate liability assessments at the earliest possible stage.
- Ensure creative and effective solutions are delivered to provide and excellent claims third party customer experience and meet third party capture targets
- Maintain your own caseload to a high standard, ensuring all actions are documented correctly, and the claims system is kept up to date
- Use customer claims experience and knowledge of principles of negligence to negotiate with other organisations to achieve the optimum claims settlement in terms of liability and costs.
- Recognise the part the box data plays in providing a unique customer proposition and utilise Box data to inform tactical decision making on Claims.
- Strive for first call resolution and take ownership of issues; take personal ownership, follow through on promises and keep the customer informed until issues are resolved
- Respond to feedback given to you, from regular quality audits on Claims files, to grow your own technical capability and that of your team. Take responsibility for your own agreed development actions and wider training needs.
- Work with Claims suppliers, developing partnerships which align to the Claims strategy.
- Explore, recommend and implement agreed solutions on cases, meeting or exceeding agreed service standards and performance to minimise risk and leakage.
- Support the Claims function in meeting customers’ needs (including adhering to the principles of Treating Customers Fairly) and delivering continuous service improvements.
- Liaise effectively with other departments and other business functions as appropriate to ensure identification and appropriate management of all Claims issues.
- Be aware of and comply on an ongoing basis with the rules and requirements of the FCA and any other legal/regulatory/risk management frameworks.
- Knowledge of Motor Claims (highly beneficial)
- Understanding of the FCA regulatory regime, FOS ethos and TCF initiatives
- Ability to plan and organise own workload
- Sound negotiation and influencing skills
- Good level of both verbal and numerical reasoning, analytical, objective, solves problems by developing and applying solutions
- Proficient in using IT word processing and spreadsheet packages
- Understanding of the principles of negligence and how this applies to motor accident liability
Our Community
It is our community’s unwritten rule to be as flexible as we can be. We understand life happens and on occasion we all need a bit of give and take in our day;we don’t want you missing your child’s school play, the new fridge being delivered and we know the boiler engineer comes at some point between 8 and 6! We believe our colleagues should have choice, flexibility and balance in their home and work life.
We care about our colleagues and their well-being and we have been nationally recognised for this. Apart from the competitive salary, we also have fantastic benefits. Focusing on colleague’s health, wealth and lifestyle. We like to think our benefits package is one of the best around!
- Healthcare cash plan offers money back on everyday health-related expenses
- Bonus scheme
- Employee Assistance programme
- Buy/Sell up to 5 days holiday
- Flu Jab Voucher is offered during the flu season to protect against the unpredictable flu virus
- Virtual GP online service with appointments available 365 days of the year
- Pension Advisory Service non-advised surgeries to support in the planning of retirement
- Enhanced Family friendly policy
- Safe driving scheme offers access to online learning and driving lessons for colleagues and spouses and dependents
- Season ticket loan
- Cycle scheme - choose a bike, hire it for an agreed time then snap it up for a fraction of the cost
Aioi Nissay Dowa Europe is committed to promoting equal opportunities in employment. Employees and job applicants will receive equal treatment regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation (Protected Characteristics).
