Conducts external field investigations and desktop interviews for loss and damage claims. Reviews policy coverage, liability, and claim value; advises policyholders and insurers; completes reports within service-level agreements; maintains accurate case files; provides updates; supports quality, financial, and customer-service targets; and develops professional investigation expertise.
- To carry out external investigations in the field.
- To complete Investigative Desktop Interviews
- Attend appointments within SLA having completed pre visit enquiries.
- To investigate loss and / or damage claims in detail using all external sources available and providing advice and assistance to policyholders and managing their expectations.
- Issue reports to insurers within SLAs
- Ensuring that all files are maintained in line with company policy using the appropriate Crawford standard documents.
- 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 policyholders, 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.
Desirable:
- Technical competency to be demonstrated.
- Audit and quality checks.
- Quality of reports.
- 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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