Conduct desktop investigations and telephone interviews for insurance loss and damage claims. Manage caseloads within client SLAs, validate policy coverage, assess liability and claim value, advise policyholders and insurers, maintain accurate electronic and paper files, provide updates, complete MI reporting, and meet quality and financial targets while supporting team performance and personal development.
- To carry out desktop investigations.
- To complete Investigative Telephone Interviews (COI)
- Complete appointments within SLA having completed pre visit enquiries.
- To investigate loss and / or damage claims in detail using all sources available and providing advice and assistance to policyholders and managing their expectations.
- Ensuring that all files are maintained in line with company policy using the appropriate Crawford standard documents. Electronic record and paper files are to be replicated.
- Validate policy cover in relation to the loss or damage. Advise policyholders and principals in relation to policy indemnity, legal liability and quantum.
- Providing regular updates to Technicians, Insurers and Branches in accordance with internal processes and client service standards.
- MI reporting.
- Maintain awareness of Business Continuity programme and role within it.
- Able to demonstrate knowledge and/or awareness of FSA procedures and the TCF initiative.
- Actively seek to develop oneself and take responsibility for your own training and development.
Essential:
- Manage a caseload from various principles within client specific SLA’s.
- To achieve financial targets and provide support to other members of the team in assisting them in achieving their targets and where required provide them with additional support in achieving SLA’s.
- Ensures all activities and decisions improve the service provided for clients.
- Builds trust and respect by keeping commitments made.
- Can convey message across in one to one situations in a way which is understood.
- Builds and maintains positive relationships within the team.
- Seeks feedback and invests time in their own self development both technically and behaviourally.
- Self motivated.
- Strong organisational and planning skills.
- Excellent technical and investigation skills.
- Proven ability to meet deadlines.
- Progress towards relevant professional qualification.
- Accurate record keeping.
- Completion of tasks within SLA.
- Ability to utilise technical skills to complete workload.
- Technical competency to be demonstrated.
- Audit and quality checks.
- Quality of reports.
Desirable:
- Assisting colleagues when required.
- Reactive – responding to daily workloads as dictated by Customer requirements.
- Proactive – helping to enhance customer service, quality and ensure targets are met.
- Ability to work as an individual and as part of a team.
- Excellent customer service and communication skills.
- A positive attitude and a proactive approach to solving problems.
- Able to co-ordinate a variety of actions concurrently.
- Excellent organisational skills.
- Team player.
- Quality focused – providing quality, value added service.
- Manage a caseload from various principles within client specific SLA’s.
- To achieve financial targets and provide support to other members of the team in assisting them in achieving their targets and where required provide them with additional support in achieving SLA’s.
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