Claims Coordinator

08 Sep 2017
23 Sep 2017
Contract Type
Full Time
Claims Coordinator - Stoke on Trent - Salary up to 23k

Experienced candidate with property/commercial claims handling experience, technical claims handling service for, and on behalf of Adjusters including acting as the principal point of contact (post visit) with full empowerment to manage claims for both internal and external stakeholders. To provide excellent customer service & reduce elapsed timescales whilst reducing indemnity spend where necessary.

Duties and responsibilities:

- To manage the customer experience throughout the claim, following the agreed contact strategy and delivering a high level of customer satisfaction
- Undertake Daily / Weekly updates of all outstanding claims with full empowerment to progress these claims forward to conclusion

- Understand the principle of Treating Customers Fairly with full application of this
- Monitor, manage and chase suppliers both internal and external to ensure a smooth journey and a fair outcome for the customer
- To manage case/work load in accordance with service level agreements and both customer and client expectations on daily basis including pro-active diary management

- Ensure that Client schemes manuals, Client Philosophies as well as all relevant documentation are all referred and adhered to
- To maintain and demonstrate a good level of technical knowledge with the ability to work across various technical disciplines
- Understand Delegated Authority Agreements
- Obtain authorisation of claims outside levels of authority
- To evidence and demonstrate the ability to make decisions whilst taking into account the customers circumstances and client philosophies
- To write, check, authorise and issue a full spectrum of correspondence including reports in line with Davies and the clients agreed standard
- Ensure the correct procedures are adhered to when dealing and resolving all informal and formal complaints in accordance with our Company standards
- Deal with all correspondence in accordance with agreed SLAs
- Understand the Data Protection procedures and understand and implement company systems and procedures
- To recognise where there are inconsistencies during the claims process and take remedial action

Skills & Experience

- Great interpersonal skills including good rapport/relationship and negotiation skills, competent and confident in interactions with stakeholders and business partners
- Computer literacy together with and the ability to organize your own workload is essential
- Accuracy, attention to detail and an investigative approach
- Ability to work within agreed timescales and deadlines and be flexible alongside customer and/or client demand
- To work actively as part of a team and contribute towards delivering team performance
- To actively listen when interacting with customers using clear effective communication and adapt style to meet the customer needs
- To be proactive in identifying problems and constructively look to find solutions
- Ability to work in a fast paced and changing environment with the ability to embrace change positively