Reports To:Thematic Claims Lead
The role holder will be required to work off-site which may involve being away from home overnight.
In depth knowledge of pensions and investment would be advantageous
Within this role you will be responsible for the successful delivery of the Thematic Claims Process (the Thematic Lead will own this Process). You will strive to put our customers first and ensure that thematic issues are properly planned and resolved within agreed timeframes. You will be required to process compensation claims to establish the correct process for our customers and support the delivery of technical guidance and training to our outsourced claims processing partners for resolved Thematics.
My Priorities - what I will deliver
*Resolve new Thematics and deliver customer focused processes into our processing teams.
*Accurate technical and process guidance provided to partner
*Accurate processing of claims to support new Thematic processes
*Effective training delivered
*Value for Money benefits delivered ( either hard cost savings or non-financial benefits such as risk reduction or improved customer experience)
Delivery of Thematic Claims Process
*Investigate and prepare response to thematic issues, ensuring that issues resolved effectively within agreed timeframes
*Ensure good governance of all tasks, including delivering detailed plans for resolution together with progress updates on target completion dates
*Collect and analyse relevant data and information on which can make appropriate decisions
*Process claims and gain claim processing understanding in order to effectively build better thematic processes
*Create and maintain training materials and deliver training to outsource partners
*Take responsibility for keeping partner up to date with process changes
*Enable partner to deliver services in accordance with rules and policies; including visiting the partner, running surgeries, and delivering training
*Provide technical support and guidance to partners, applying knowledge and experience of Scheme rules and policies for different product types
*Create and keep processes and procedures up to date and accessible to other users, maintaining security and version control
*Contribute to default and contingency planning activities as required
*Support the delivery of specific deposits activity as required
*Identifies and resolves specific technical / legal / policy issues, liaising with colleagues outside the team as required
*Work collaboratively with other teams to ensure approach adheres to rules, policies and legal requirements
*Build effective relationships internally and with third parties including FCA, PRA, Insolvency Practitioners to assist readiness and resolution of claims issues where required
*Ensure good governance of claims in place for effective reporting
*Ensure risks to delivery are identified and effectively managed
Claims Process Maintenance and Process Improvement:
*Collaborate with other Technical Claims team colleagues to ensure the consistent, effective and efficient processing of customer claims
*Identify opportunities to improve the process and act effectively in taking them forward as appropriate
*Be a positive role model and advocate for change
*Ensure that any required statistics are maintained in the required format
*Undertake ad-hoc projects as and when required
My Knowledge - what I need to know
*Demonstrate expert knowledge of FSCS rules, policies and processes.
*Demonstrate technical claims knowledge
*Demonstrate technical knowledge of claims assessment process
*Demonstrate technical knowledge of Deposits process
Demonstrate knowledge of FSCS Systems
Spring Engineering Solutions (a trading name of Roevin Management Services Limited) acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Spring Engineering Solutions is an Equal Opportunities Employer.
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