TPA Senior Claims Handler

TPA Senior Claims Handler – Crawford & Company

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.

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 (e.g. 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

Qualifications

• Occasional travel to other UK Offices may be required
• 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
• Insurance experience required
• Team player
• Customer service experience
• Excellent and proven communication skills
• 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
• Ability to work on own initiative
• Ability to demonstrate attention to detail
• 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

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Finance and Sales

Industries

Insurance

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