Client Care Advisor

CAM Legal, established in 2013, is a firm of specialist claim handlers dealing with personal injury claims resulting from motorcycle road traffic collisions. Our experienced teams handle personal injury claims from start to finish. As part of a group, CAM Legal partners with Lexham Insurance Consultants, a leading independent insurance broker in the UK, Lancaster Gate Assistance who provide credit hire and FNOL services, and LXM Management who provide financing options.

Responsibilities

• Answer switchboard calls and either deal with these or refer them to the appropriate teams or individuals.
• Carry out ‘RTA’ calls with new clients to secure instruction, obtain full claim details and consents to proceed using the new claims script.
• Consider new claim referrals, entering data correctly onto the case management system.
• Deal with incoming post to include identifying urgent correspondence, scanning post to the case management system and setting tasks for our fee earners to review the post on case management system.
• Make re-assessment of injury calls to clients where required.
• Identify “location of incident” details and using internet maps to save this to the file.
• Conduct required conflict checks.
• Complete Claim Notification Form and submit to MOJ portal.
• Take out of new “After the Event” insurance policy and communicate with ATE insurer and client.
• Discuss rehabilitation requirements with clients and ensure completion of the rehabilitation instruction form.
• Secure client ID, proof of address and conduct required anti-money laundering checks for all new clients.
• Contact witnesses for their assistance with claims and secure completed questionnaire and/or their account of incident to be recorded on file and chase witnesses to secure such information.
• Apply for police reports, CCTC of accident, secure any dashcam footage and Defendant details via DVLA search.
• Conduct MID search to identify Defendant insurer.
• Ensure client care documents are sent to new clients and chase clients for return of documents, checking that these have been properly completed once received.
• Notify clients of medical appointments.
• Assist fee earners with copying, scanning, printing, franking of outbound post and esignature requirements.
• Liaise with internal and external partners at all levels.
• Respond to all written and phone enquiries clearly, courteously, and promptly.
• Develop relationships with clients and colleagues by providing a friendly, efficient service.
• Work closely with Client Care Team Lead to ensure a seamless service delivery.
• Help check the enquiries inbox and ensure all enquiries are actioned correctly.
• Refer any claims where liability may not be clear cut to management, having secured full accident details.
• Assist and help with training new Client Care Advisors.
• Any other duties commensurate with the responsibility of this role.

Qualifications

• Exceptional client care skills (including a good telephone manner) ideally in a similar professional services / legal / insurance environment although transferrable skills will be considered.
• Ability to gain positive working relationships with peers.
• Strong attention to detail and analytical skills.
• Excellent communication and interpersonal skills.
• Proven ability to work under pressure and manage multiple priorities in a fast-paced environment.
• Ability to work as a team and encourage a strong sense of team ethos within a team.