Job Purpose: The Claims Handlerwill be responsible for theprovision of Accident Management Services to Insurance Brokers, Repairers, Solicitors and other introducers and their respective customers who have been involved in Road Traffic Collisions.
They will determine how the customers case will be dealt and will provide ongoing advice and assistance to all other personnel involved in handling claims.
This role requires a discreet individual who can maintain the confidentiality of the information they are exposed to; the Claims Handler will be able to work under pressure, a confident and driven professional, driven to succeed within their role.
Location roles available in Newry/ Belfast or Derry/LDerry Supervisor Responsibilities: none Accountabilities: To be accountable for Quality of Work expectations To be accountable for the Customer service received by our External and Internal Customers - clients and all personnel involved in handling claims To be accountable for Case Management managing own cases, task list, investigations and liability decisions To achieve the targets set for the role within set timescales To be accountable for your workstation and any equipment provided to you The Health & Safety of yourself and colleagues.
Files and other documents relating to customer cases Specific Duties General Responsibilities Ensure that all enquires are dealt with on the day of receipt Attend to mail, fax messages, electronic mail and telephone calls on a daily basis Deal with initial telephone enquiries from all sources of introduction in a polite and professional manner Consult diary for follow ups on a daily basis Consult task list on a daily basis Customer Care Responsibilities Attend to client queries, ensuring a prompt response to customer needs (within 3 days of initial enquiry) Provide sound advice to customers regarding their options and explaining the service in full Ensure prompt response to customer needs.
Be proactive in keeping client informed of case status.
Introduce the client to Crash Repair Scheme if applicable Introduce client to a panel solicitor for relevant cases Provide a customer call to the client 3 days after the client has received their repaired vehicle or hire has ended to make sure they were happy with the service provided.
Deal with all customer complaints as per company procedure Claims Management Responsibilities Adhering to the Quality of Work expectations and company procedures for Claims Management Deal with cases as appointed by the Job Allocation Board Be proactive in gathering information on the accident circumstances in the initial call to assist in determination of liability and issuing indemnity Ensure that an initial enquiry form is completed in full for each new case e.g.
determining if vehicle is roadworthy, injuries etc.
and taking follow-up actions as necessary according to company procedure Update computerised records with necessary information - ensuring that all required information and notes on file is taken and recorded fully and accurately at the time, on the Crash Management Database system.
Ensure that all necessary case handling tasks, especially processing of new enquiries, are completed before leaving the office on a given day.
Carry out case investigations and make decision on the level of service Crash are able to provide; determining if a Local Accident Specialist is to be appointed, referring to Investigation Champion on complicated cases on how to progress etc Arrange delivery or collection of Hire Vehicles which is suitable for clients specific needs ensuring collection of vehicle at the right place and time as required - Ensure that all hire vehicles are properly insured for use by the customer and any other driver nominated by the customer including reverting insurance in each case.
Effectively liaise with all parties involved in the claim process e.g.
repairers, insurers, brokers, engineers, solicitors, other company departments Monitor ongoing cases handled - Apply all processes for monitoring & recording cases and in particular effectively monitor duration of repairs and hires Completing checks on file for handler completion Ensure that you check Insurance Renewals on a daily basis and process accordingly Record all non conformances as per company procedure Line Manager Reporting Updating Claims Manager on progress as required Provide timely and effective feedback to management and other staff Actively partaking in meetings as and when required Request training identified to assist in being successful in the role and attend required training ensuring that a certificate of completion is forwarded to HR Participation in appraisals and performance reviews to assess your overall performance, duties, training requirements and development.
Other Adhering to the rules and regulations and Health and Safety guidelines of the company and the rules and regulations around your role Demonstrate confidentiality at all times.
Commitment to preserving high customer care standards at all times Supporting team members and knowledge sharing To undertake other such reasonable duties as shall from time to time be required by the company, within the competency of the postholder.
The job description may need to be reviewed in the light of any new developments as the role progresses.
It should not be regarded as restrictive or definitive but acts as a broad guide to the demands of the post.