*Job Overview*
To efficiently and cost effectively handle; negotiate and settle claims within designated authority and agreed services standards with a focus primarily on Motor Damage claims.
*Job Responsibilities*
This will include:
* Manage the First Notification of Loss to determine correct area for handling and liability in line with policy cover.
* Handling all Motor Damage claims from notification through to closure within agreed authority limits and service standards, in order to obtain optimum settlement for the company and customer;
* Handling all incoming telephone and written communication from customers / policyholders, their representatives and all other interested parties in a pro-active manner and within SLA's;
* Provision of excellent claims customer service to customers; their representatives; brokers; service providers and interested parties in a friendly, courteous and professional manner; ensuring a positive supportive customer experience throughout the claim process.
* Ensuring that critical detail is captured at all stages of the claim, as comprehensively and accurately as possible, to ensure that;
* All claims are handled appropriately; and that
* The data captured in respect of fraud indicators is directed to the Team Fraud Coordinator and/or Claims Investigation Team, to ensure maximum detection of fraudulent or exaggerated claims
*Job Responsibilities*
Dealing with all issues in terms of Policy indemnity and liability in the appropriate manner and manage each claim to a satisfactory conclusion, maximising customer satisfaction and minimising cost to FBD. Fair to the customer, fair to FBD.
* Establish and maintain adequate claims reserves
* Provide technical advice to customers (claims process and what next steps are in relation to their claim); Loss Adjusters; Solicitors;
* Ensure personal understanding of regulatory framework and compliance with regulatory standards for claims handling:
* Consumer Protection Code (CPC);
* Consumer Insurance Contract Act (CICA); and
* Data Protection requirements.
* The ability to work proactively to ensure that personal and team objectives and targets are met;
* Reflect the Claims Department strategy of the customer centric approach; and
* Undertake project work as required.
* Actively participate in training and identifying training needs for team.
Assist in researching new digital solutions to enhance customer proposition and streamline processes.
Undertake project work as required.
Education
* Candidates will ideally be working towards the Certified Insurance Practitioner (CIP) qualification in General Insurance, or with APA Private Lines and/or Commercial Lines.
*Experiences*
* Effective handling of claims (including recovery claims) ensuring optimum settlement for company and customer including public liabilities.
* Claims review results (Quality, Claims Payments & Call Evaluations) within or exceeds claims service levels.
* Claims leakage within targets.
* Claims Fraud referrals within or exceeds target.
* Feedback from internal & external stakeholders.
* Accuracy and adequacy of claims reserves; and
* Effective management of service providers on individual claims: Loss Adjusters; Solicitors etc.
* Demonstrate innovation, create and support innovation culture within team, look at alternative processes or procedures which can create improved customer service or efficiencies.
Competencies
* Excellent Interpersonal; numerical and communication (written and verbal) skills
* Drive for results
* Innovation and change orientation
* Planning; co-ordination and organising
* Problem solving / decision making
* Quality: High standards in all areas
* Team Building / Team Player
* Technical skills and knowledge
MCC
This role has A CF designation and is a pay grade A
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