Job Responsibilities
1. Manage the First Notification of Loss to determine correct handling area and liability in line with policy cover, allocating claims that fall into the category of Delegated Authority claims to panel loss adjusters.
2. Handle all Property Damage claims (Home, Farm, and Commercial) and Property Public Liability claims from notification to closure within agreed authority limits and service standards, aiming for optimal settlement for the company and customer.
3. Manage all incoming telephone and written communication from customers, policyholders, their representatives, and other interested parties proactively and within SLAs.
4. Provide excellent customer service to customers, their representatives, brokers, service providers, and interested parties in a friendly, courteous, and professional manner, ensuring a positive customer experience throughout the claim process.
5. Ensure critical details are captured accurately at all stages of the claim to ensure proper handling and that data related to fraud indicators is forwarded to the Team Fraud Coordinator and/or Claims Investigation Team for maximum fraud detection.
Additional Responsibilities
* Establish and maintain adequate claims reserves.
* Provide technical advice to customers, loss adjusters, and solicitors regarding claims process and next steps.
* Ensure understanding and compliance with regulatory standards for claims handling.
* Work proactively to meet personal and team objectives and targets.
* Align with the Claims Department's customer-centric strategy.
* Undertake project work as required.
* Participate in training and identify training needs for the team.
* Assist in researching digital solutions to enhance customer propositions and streamline processes.
* Manage issues related to policy indemnity and liability, handling each claim satisfactorily to maximize customer satisfaction and minimize costs, ensuring fairness to both customer and FBD.
Education
Qualified to Certified Insurance Practitioner (CIP), Approved Product Advisor (APA – Personal & Commercial Insurance).
Experience
* Effective handling of claims, including recovery claims, ensuring optimal settlement for company and customer, including public liabilities.
* Claims review results (quality, payments, call evaluations) meet or exceed service levels.
* Claims leakage and fraud referrals meet or exceed targets.
* Positive feedback from stakeholders.
* Accurate and adequate claims reserves management.
* Effective management of service providers like loss adjusters and solicitors.
* Demonstrate innovation and support a culture of innovation within the team, exploring alternative processes for improved service and efficiency.
* Excellent interpersonal, numerical, and communication skills.
* Results-driven with a focus on quality, teamwork, and technical knowledge.
MCC
This role has a CF3 & CF4 designation.
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This role is offered on a fixed-term contract.
FBD Claims Pay Band B
FBD is an inclusive Equal Opportunity employer, considering applicants regardless of age, gender, ethnicity, culture, religion, language, sexual orientation, ability, disability, or social circumstances.
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