Claims Handler

Harvey McQueen are extremely pleased to be recruiting for an experienced Personal Injury Claims Handler, to join their fast growing organisation. This exciting opportunity would be perfect for someone who already has a minimum six months experience of working in Personal Injury Claims, using the MOJ Claims Portal. The position is available for n immediate start for the right candidate.

SCOPE & PURPOSE OF THE ROLE:

The Claim Handler will manage a portfolio of Personal Injury Claims mainly via the RTA Claims Portal whilst providing a consistent and unrivalled level of service to policy holders throughout the course of the claim. Emphasis is on proactive claim handling and delivering an excellent customer service experience. We would expect the Claims Handler to be organised and have strong customer service skills. This role represents an opportunity to be part of a successful and dynamic department. The Claim Handler would be required to work flexibly and be adaptable to the department’s business needs and requirements.

Package

• Salary £22k - £24k depending on experience.
• Mon-Fri, 9-5pm
• Position is available for an immediate start
• Holidays starting at 21 days
• Pension contributions
• Free on-site parking

DUTIES AND RESPONSIBILITIES:

Customer Service

• Provide point of contact for any incoming broker query or complaints and ensuring these are actioned as appropriate, Maintain high standards of customer service
• Ensure timely allocation of tasks within department, company, MOJ and FCA guidelines.
• Keep Brokers and Policyholders fully updated throughout the claim, consistently provide outstanding customer service, ensuring the claims process is as stress-free as possible for the policy holder
• Manage low level complaints with assistance from Team Leader and Manager.

Technical

With appropriate guidance and supervision the Handler will have competencies in the following -

• Technical experience in general motor claims area such as FNOL, PI, TP, Recovery Department.

• Manage a varied caseload of motor PI claims through to final settlement
  Handle and negotiate claims by telephone and via correspondence, all claims allocated from first advice to settlement as per company procedures when required
• Identify and refer any questionable underwriting, Identify any potentially fraudulent areas of the claim
• Deal with incoming post and telephone queries, ensuring that all matters are handled in accordance with company guidelines
• Effectively prioritise own portfolio of claims and other team responsibilities, refer and take referrals from team members, release cheques and action complaints within authority.

Training

• Attend training and to develop relevant knowledge, techniques and skills
• Willingness to undergo training of the internal systems as required

EXPECTED/REQUIRED BEHAVIOURS & SKILLS

• Evidence of flexible, "can do" attitude; self-motivated and willing to maximise personal contribution to the role, departmental and overall organisational objectives.

• Strong commitment to customer services and service level agreements/targets , strong organisational and personal planning skills; self-disciplined approach to work
• Ability to work under pressure and to targets and objectives, ability to work effectively in a team environment, happy to assist others with workload where necessary and to work towards team targets.
• Ability to work on own initiative and to individual targets and timescales, effective and clear communication, telephone, writing and listening skills
• Confident at negotiating with an ability to influence outcomes

KNOWLEDGE & QUALIFICATIONS

• Experience working in a customer service and business administration environment.
• Experience of working in Motor Claims and/or insurance background
• Minimum six months experience of working in Personal Injury Claims and the MOJ Claims Portal
• At least 5 GCSE passes at Grade C or above (or equivalent e.g. NVQ Level 2) to include English and Maths.

• CII Certificate of Insurance (or working towards) would be advantageous
• PC Literate - for example experience of MS Word, Excel, Access and Outlook.