Claims Technical Support

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 support

Principal Accountabilities:

• Process member and intermediary requests on their administration platforms
• Manage enquiries from members and intermediaries via all communication channels
• Deliver excellent service levels to internal and external customers
• Daily Management of the claims mailbox
• Support the Claims function with the following:
• Uploading documents to LDS
• Updating members claim summaries
• Triaging new claims and issuing claims forms when required
• Initial triage of claims documents received and requesting outstanding requirements
• Entering claim payments onto the system
• Chasing outstanding requirements
• Telephony support as required
• Updating members with the progress of their claim
• Providing administrative support to the Claims Managers
• Assessment of low risk claims (training to be provided in line with accreditation requirements)
• Obtaining updates from members on their recovery and progress
• Requesting and uploading medical records from their third-party provider to LDS
• Arranging treatment and support for members via their third-party provider Innovate
• Closing claims when required
• Assisting with the management and investigation of member complaints
• Adherence to the Society’s processes and procedures
• Maintain continuous professional development

Knowledge, Skills and Abilities:

• Able to assist vulnerable customers sensitively, in sometimes challenging circumstances
• Ability to prioritise and manage own workload
• Maintain an understanding of all their products and benefits available to members and 3rd party services
• To maintain an awareness of the importance of risk within the Society
• To maintain an understanding of – and adherence to – the Data Protection Act, Anti-Money Laundering regulations and all relevant policies and procedures
• To ensure any mandatory learning is completed in a timely manner and kept up to date
• Work as a team player across the business to support best outcomes
• Flexible to change
• Open, honest, adaptable and reliable
• Willingness to develop
• Good understanding of Microsoft Office

Technical Knowledge Area:

• Market and Proposition: The individual is to understand the market and how their products and propositions fit in the intermediated sales
• Personal Development: Improve knowledge; develop skills and shape behaviours, focused on their corporate capabilities
• Legislative/regulatory: Understand current legislative and regulatory regime, so that business is conducted within the legal framework protecting their corporate brand and values
• FS Qualifications: Desirable but not essential
• Regulatory requirements: This is a non-regulatory role
• IT Skills: The individual will need a good understanding of Microsoft Office

Qualifications:

• FS Qualifications are desirable but not essential
• Previous experience in an insurance administration role essential
• Previous telephone experience essential