Claims Technical Support

POSITION: Claims Technical Support

ASSIGNMENT NO: 28446

LOCATION: RemotePurpose of the Job:

To assist the Claims Team in achieving and maintaining service level agreements for customer service, quality and activity by providing proactive administration support

Principal Accountabilities:

• Process member and intermediary requests on their administration platforms
• Manage enquiries from members and intermediaries via all communication channels
• Deliver excellent service levels to internal and external customers
• Daily Management of the claims mailbox
• Support the Claims function with the following:

Uploading documents to LDS

Updating members claim summaries

Triaging new claims and issuing claims forms when required

Initial triage of claims documents received and requesting outstanding requirements

Entering claim payments onto the system

Chasing outstanding requirements

Telephony support as required

Updating members with the progress of their claim

Providing administrative support to the Claims Managers

Assessment of low risk claims (training to be provided in line with accreditation requirements)

Obtaining updates from members on their recovery and progress

Requesting and uploading medical records from their third-party provider to LDS

Arranging treatment and support for members via their third-party provider Innovate

Closing claims when required

Assisting with the management and investigation of member complaints

• Adherence to the Society’s processes and procedures
• Maintain continuous professional development

Knowledge, Skills and Abilities:

• Able to assist vulnerable customers sensitively, in sometimes challenging circumstances
• Ability to prioritise and manage own workload
• Maintain an understanding of all their products and benefits available to members and 3rd party services
• To maintain an awareness of the importance of risk within the Society
• To maintain an understanding of – and adherence to - the Data Protection Act, Anti-Money Laundering regulations and all relevant policies and procedures
• To ensure any mandatory learning is completed in a timely manner and kept up to date
• Work as a team player across the business to support best outcomes
• Flexible to change
• Open, honest, adaptable and reliable
• Willingness to develop
• Good understanding of Microsoft Office
• Technical Knowledge Area:
• Market and Proposition: The individual is to understand the market and how their products and propositions fit in the intermediated sales
• Personal Development: Improve knowledge; develop skills and shape behaviours, focused on their corporate capabilities
• Legislative/regulatory: Understand current legislative and regulatory regime, so that business is conducted within the legal framework protecting their corporate brand and values
• FS Qualifications: Desirable but not essential
• Regulatory requirements: This is a non-regulatory role
• IT Skills: The individual will need a good understanding of Microsoft Office

Qualifications:

• FS Qualifications are desirable but not essential
• Previous experience in an insurance administration role essential
• Previous telephone experience essential