About FBD
FBD is Ireland’s largest homegrown insurer, supporting consumers, farmers and businesses nationwide for over 50 years. With a local network of 34 branches and a commitment to genuine customer service, we are uniquely positioned to meet the needs of our customers.
About The Role
To efficiently and cost effectively handle, negotiate and settle claims within designated authority and agreed service standards.
Responsibilities
Handling all claims from notification through to closure within agreed authority limits and service standards, in order to obtain optimum settlement for the company and customer;
Assist Management team where required, to monitor workflow, (to include telephony, electronic correspondence, mail) outstanding caseloads, processes, tasks and distribution of new claims;
Be a point of contact and support for colleagues;
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;
Provide 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;
All claims are handled appropriately and 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.
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 (ensuring prudent reserving policy is adhered to);
Ensure best practice handling behaviour that supports attention to detail, challenge to service provider views, independent decision making, a proactive philosophy to information gathering, investigation and evaluation and availing of every opportunity to settle in the most cost effective settlement channel, with particular focus on the development and improvement in the FNOL process to deliver a premium customer and employee experience in line with strategic goals;
Authorisation of claims payments within agreed authority levels;
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;
Undertake project work as required;
Actively participate in training and identifying training needs for team.
Education
Candidates will ideally be a Qualified Certified Insurance Practitioner (CIP) in General Insurance.
Experience
Claims handling expertise, ideally a minimum of two years handling motor damage claims.
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 is a CF5, CF6 control function role.
This role is being offered on a fixed term contract.
Benefits
Competitive performance‑related bonus;
Employer pension contributions;
Private health insurance allowance;
Paid maternity and paternity leave;
Discounts on insurance: 50% off private car and home insurance, 30% off travel insurance;
Professional Development Opportunities;
Wellness wallet and wellbeing initiatives;
Monthly lunch allowance*;
Hybrid working model: 3 days from home, 2 days in the office*;
Location dependant.
EEO Statement
FBD is an equal opportunity employer.
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