Position Summary
This role is to handle claims and support the team leader within the day to day operation of the team – including productivity, audits, coaching and mentoring of staff
Functional Knowledge
Extensive Knowledge of the insurance market, the basic insurance principles and the ability to apply them
Extensive Knowledge and understanding of standard policy terms and market variations.
Good understanding of Client SLA compliance/productivity/quality requirements
Good understanding of FSA procedures and TCF initiative
General Background, Experience & Professional Qualifications
ACII qualified
Insurance experience required
Team player
Customer service experience
Excellent and proven communication skills
Key Responsibilities
Assist the Team Leader manage the client relationship effectively by ensuring the team understand client requirements, deliver to SLAs and achieve KPIs
Assist the Team Leader create and utilise quantitative and qualitative MI to monitor and drive standards of performance within the team
Contribute to the operational plan for the team through effective planning and organisation of personal and team’s workload ensuring productivity targets are achieved
Act as role model for the team by demonstrating and clearly communicating the core values and vision of the team
Ensure the team is fully compliant with Company policy and procedure and external regulatory requirements
Act as a customer champion by monitoring standards of call performance and seeking feedback to enhance the customer journey
Actively share knowledge with peers to develop oneself and others and to act as a role model in appropriate situations (. new starters)
Assist the Team Leader with Internal audit procedures and the development of appropriate plans to ensure continuous improvement
Formulate, allocate (and/or participate in) projects as and when required and ensure they occur within timescales and company/client requirements
Behaviours
Builds and maintains positive working relationships within own team and across teams breaking down silos
Behaves in a strongly customer focussed way to ensure development and maintenance of client and customer relationships
Communicates effectively by sharing, listening and exchanging information
Inspires and energises others by taking the initiative to make things happen
Demonstrates a proactive solution focussed approach to problem solving
Creates a positive learning environment in which the team is motivated to learn and develop
Champions and drives change to improve ways of working and respond to changing business priorities
Skills
Ability to work on own initiative
Ability to demonstrate attention to detail
Excellent customer service and communication skills
A positive attitude and a proactive approach to solving problems
Influencing skills in order to have a positive impact on team members
Excellent analytical and decision making ability in order to analyse complex information correctly and make sound decisions to support business needs
Excellent organisation skills to deliver high standards – time, cost, quality, efficiency and value
Excellent written and verbal communication skills to communicate in a concise and open manner
Excellent customer service / client relation skills to manage relationships and provide effective dispute resolution
In Addition
The jobholder will be required to carry out any other function or task that may be expected from them or assigned to them from time to time, within their span of knowledge and ability
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