Overview
A Claims Administrator is a customer focused role, responsible for handling salary protection, specified illness and death claims in a manner which is efficient, effective, compliant, and always with a customer first ethos in mind.
This role involves dealing with vulnerable customers and difficult circumstances requiring empathy, compassion and consideration. The role holder will also be a proficient administrator responsible for completing routine administration tasks and ad-hoc tasks. The core aim is to provide valuable support and assistance to customers at all times. Stakeholder management is important, with daily communication with internal departments and external stakeholders such as insurance companies, employers, and unions on social welfare and pension related issues or queries. This is a full-time office-based administration role.
Accountabilities of the Role
* Provide information to customers in a professional and timely manner regarding their eligibility, cover/benefits and premiums and advise them in relation to the claims process and the progress of their claim.
* Ensure that information provided to customers and third parties is correct, clear, complete, and up-to-date by consulting the relevant data source/s.
* Process incoming correspondence and documentation effectively and efficiently within service level agreements and in line with relevant regulations.
* Proactively review claims to determine what actions/steps can be taken to progress and follow up with the relevant parties accordingly.
* Handle complaints and ensure escalation where appropriate.
* Follow procedures and guidelines.
* Achieve personal and team targets and objectives.
* Contribute to team projects including testing new systems, processes and procedures.
* To comply with risk control and regulatory requirements that are relevant to this role.
* To maintain commercial awareness relevant to this role.
Skills & Knowledge Required
* A minimum of 1 year of experience in a customer facing role, ideally within financial services industry
* Ideally working towards a QFA qualification but not required
* Track record of achieving/surpassing quotas/targets
* Ability to handle complaint type calls from customers with empathy
* PC and Microsoft skills (Excel important)
* Organisational skills
* Time management
* Ability to work to tight deadlines
* Ability to prioritise work in a very busy environment
* Knowledge of risk control & regulatory environment
* Empathic, understanding and patient
* Resilient & flexible
* Quality & customer focused
* Enthusiastic/positive attitude towards challenges & changes
* Compliant – must be able to follow procedures
* Approachable team player that collaborates with and supports other team members promoting team spirit
* Listening – hearing and understanding the clients queries and empathising where relevant
* Verbal communication– articulate complicated information clearly and accurately
* Written communication– transfer information concisely and accurately
Controlled Function
This role is a ‘controlled function’ as defined by the Central Bank Reform Act 2010 Regulations 2011. Any appointment will be conditional on the company being satisfied that the appointee meets the requirements as set out in the Fitness and Probity standards issued by the Central Bank. This requires the company to complete prescribed due diligence to assess the appointee’s fitness and probity.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Administrative
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