Job Title

Purpose of the Job:To assist the Claims Team in achieving and maintaining service level agreements for customer service, quality and activity by providing proactive administration supportPrincipal Accountabilities:Process member and intermediary requests on their administration platformsManage enquiries from members and intermediaries via all communication channelsDeliver excellent service levels to internal and external customersDaily Management of the claims mailboxSupport the Claims function with the following:Uploading documents to LDSUpdating members claim summariesTriaging new claims and issuing claims forms when requiredInitial triage of claims documents received and requesting outstanding requirementsEntering claim payments onto the systemChasing outstanding requirementsTelephony support as requiredUpdating members with the progress of their claimProviding administrative support to the Claims ManagersAssessment of low risk claims (training to be provided in line with accreditation requirements)Obtaining updates from members on their recovery and progressRequesting and uploading medical records from their third-party provider to LDSArranging treatment and support for members via their third-party provider InnovateClosing claims when requiredAssisting with the management and investigation of member complaintsAdherence to the Societys processes and proceduresMaintain continuous professional developmentKnowledge, Skills and Abilities:Able to assist vulnerable customers sensitively, in sometimes challenging circumstancesAbility to prioritise and manage own workloadMaintain an understanding of all their products and benefits available to members and 3rd party servicesTo maintain an awareness of the importance of risk within the SocietyTo maintain an understanding of and adherence to - the Data Protection Act, Anti-Money Laundering regulations and all relevant policies and proceduresTo ensure any mandatory learning is completed in a timely manner and kept up to dateWork as a team player across the business to support best outcomesFlexible to changeOpen, honest, adaptable and reliableWillingness to developGood understanding of Microsoft OfficeTechnical Knowledge Area:Market and Proposition: The individual is to understand the market and how their products and propositions fit in the intermediated salesPersonal Development: Improve knowledge; develop skills and shape behaviours, focused on their corporate capabilitiesLegislative/regulatory: Understand current legislative and regulatory regime, so that business is conducted within the legal framework protecting their corporate brand and valuesFS Qualifications: Desirable but not essentialRegulatory requirements: This is a non-regulatory roleIT Skills: The individual will need a good understanding of Microsoft OfficeQualifications:FS Qualifications are desirable but not essentialPrevious experience in an insurance administration role essentialPrevious telephone experience essential