Home Claims Controller - Glasgow, United Kingdom - esure Group

esure Group

Verified Company

Glasgow, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Description:

We have a fantastic opportunity for a Home Claims Controller to join our Home Claims department on a full-time permanent basis.

The Home Claims Controller will deal with claims predominantly over £10k with a technical aspect.

The role also has responsibility for dealing with complex claims issues, along with payment authorisations and referrals from Specialists. The Controller is also responsible for handling and resolving customer complaints.

The Day to Day

To provide coaching support and mentor the Home Claims team.
To monitor the departments performance on a regular basis ensuring that quality, customer focus and cost control are maintained.
To assist the Home Team Leader with team tasks and priorities.
To deputise for the Home Team Leader.
Act as a referral point for Specialists.
Ascertain relevant claim details and record them accurately to ensure the quality is to a high standard.
Effectively persuade the customer to settle the claim in the most efficient way.
Ensure the claim is valid and is covered by the policy.
Ensure the claim details are checked for possible fraud indicators.
Convert policyholders to use our network of suppliers (or to settle in the most efficient way) explaining the benefits the customer will gain from using our suppliers.
Effectively process and handle Home claims, this will include large losses and subsidence claims depending upon Handling remit/authority.
Diarise and proactively manage the claim to ensure that the claim is progressed proactively towards settlement and that you keep any promises made to the Customer
Keep the Customer updated of the progress of their claim
Resolve complex complaints from customers including CEO complaints
Always work to FOS/ABI rulings and service levels whilst always considering cost and economics.
Ensure audits are always completed and provide constructive feedback to the department.
Work closely with the Team Leader ensuring the department has direction and are motivated to achieve cost control, with high customer satisfaction.
To ensure that deadlines set by the Team Leader and/or Home Claims Manager/Head of Home Claims are met.
Provide the knowledge and experience needed to answer complex enquiries.
Coach and develop team members to improve in their own role leading training sessions where appropriate
Handle complaints in a sympathetic manner, moving the complaint forward to a successful conclusion. Always work within FOS guidelines and service levels.
Ask probing questions and be aware of fraud indicators, escalating any suspected fraudulent cases as appropriate.
Sell benefits of network of suppliers
To take responsibility for delivery of tasks/targets as delegated by the Home Claims Team Leader. To ensure that all team members involved in delivery of the task are aware of the aims and success criteria. To monitor performance in line with the task set and to provide feedback to the Team Leader in keeping with any deadline set.
Demonstrate effective supplier liaison in order to drive proactive claims handling and consistent service from them
Demonstrate effective identification of recovery opportunities and instruct accordingly i.e. Keoghs, forensics, etc

Qualifications:

We'd Love You to Bring

It is essential that the jobholder has Home claims experience or a similar role in an insurance company.
Knowledge of fraud indicators, and ability to investigate and handle suspected fraudulent claims through to conclusion
Ability to work on majority of claims without supervision on larger and more complex claims, where required.
Previous experience of negotiating claims gained within a loss adjuster or insurance company is essential.
Experience of coaching teams dedicated to front line customer support in a target driven role.
Influencing and negotiating, in particular objection resolution.
Demonstrable evidence of providing high standards of customer care in a customer facing environment.
Numeracy and literacy to GCSE level (Maths and English
Grade C and above) or equivalent.
Computer skills (including the Internet).
Knowledge of Legal framework (Financial Ombudsman Services rulings and recent case law).
Understanding of FCA and Regulatory Compliance.
Knowledge of Claims processes and systems.
Knowledge of ABI Household and Property Agreements.
Good communicator with strong interpersonal skills