Manage a portfolio of property claims to conclusion, ensuring compliance with service level agreements, meeting key performance indicators, and be a first point of contact for minor escalations and technical referrals.
Maintaining expected case load of property claims
Examining claims forms, policies and endorsements, client instructions and other records to determine coverage
Investigating claims by conducting office based analysis of physical damage details, interviewing claimants, and comparing claim information with evidence
Providing support & advice to policy holders with respect to their claims
Setting loss reserves
Preparing first reports by collecting and summarising information required
Where possible settling claims after determining liability, client’s instructions, and authority levels
Controlling claim costs
Type client reports in an accurate & timely manner
Adhere to insurer client Service Level Agreements and processes
Update Claims Management System as required
Effectively deal with service/product replacement providers
First point of referral for minor escalations
Distribution of claims to adjusters
Point of contact for technical referrals
Assist Branch/Regional Manager as required with the management of the Internal Claims Team
Comply with and maintain Service Level Agreements and Key Performance Indicators
Maintaining company reputation and insurance product integrity by complying with federal and state regulations and service standards
Process daily outgoing mail in a timely manner
Archive files and retrieve archived files on request
Maintaining professional and technical knowledge through continuing education
Providing assistance to other offices in the event of a Catastrophe, as required
Customer Focus: Focus on understanding and meeting the customer's needs. Involves actively seeking information to understand internal and external customers’ circumstances, problems, expectations, and needs
Organisational/Time Management: Effectively prioritises work and meets deadlines. Involves allocating time and resources efficiently and effectively; managing multiple assignments or tasks effectively.
Quality: Consistently produces high quality work. Involves professional presentation of documents, with high level of accuracy.
Communication/Interpersonal Skills: Communicates clearly and professionally with both internal and external clients. Involves conveying information, both written and verbal, in a clear and concise manner.
Responsiveness: Responds to requests for information, emails and returns telephone calls promptly and professionally
Adaptability: Demonstrates tolerance for uncertainty; responds to changing circumstances by being innovative and altering behaviour to better fit different situations; learn new skills, perform work in different ways; willing to be flexible.
Teamwork: Works cooperatively with others and build effective working relationships to accomplish common team goals and objectives. Involves understanding team dynamics, fostering collaboration, providing a tangible contribution and listening and responding to the input of others in a manner that creates an environment of mutual trust and respect. Willingness to transfer knowledge and skills as appropriate
Experience in management of General Insurance Claims