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Third Party Intervention Coach
3 months ago
Job Purpose
We are looking for a highly motivated individual to deliver coaching to all colleagues; identifying skill gaps by observation and improving the competency of colleagues across the Third Party Intervention Team.
Key Duties & Responsibilities
- To ensure colleagues you coach improve knowledge and working practices of claims management.
- Assess and improve colleagues understanding of indemnity, liability and fraud identification.
- Assess and improve colleagues understanding of correct and prompt reserving of claims
- To ensure that operational goals of the department are met.
- To complete the defined coaching records of colleagues in respect of a feedback summary, learning points and a development plan and review in conjunction with Team Managers
- Ability to effectively communicate with colleagues and managers to deliver coherent improvement plan for all colleagues.
- To complete Quality Audits on colleagues and recommend and deliver coaching based on results.
- Ability to interpret performance and other data to understand team and individual's coaching/training needs.
- To liaise with Team Managers to identify needs for formal classroom based training.
- Perform to a high level in a target orientated environment.
- To contribute to team/department performance by assisting colleagues to ensure team targets are met
- To process and/or authorise payments within own authority levels
- To resolve third complaints and issues avoiding expressions of dissatisfaction escalating into complaints
- To question and challenge peers/managers where processes and procedures do not meet expectations and any activity that does not place customers interests at the heart of how we do business
- To build great relationships with cross functional teams to ensure overall success
- To drive your own development by actively seeking development opportunities
- To ensure customers and the business are kept safe through compliance to all procedural and regulatory legislation as required by FCA
- To act as technical reference point for team
- To take responsibility for your own actions ensuring you keep up to date with all communications, processes and procedures
- To adhere to company policies and procedures
- To actively and positively promote and represent the Carpenters group throughout the firm, and to external bodies
Experience & Knowledge
- Experience in a sales environment is desirable but not essential.
- Strong written, oral and interpersonal skills.
- An ability to work using own initiative with boundaries.
- An ability to work effectively with people across a wide range of levels and responsibilities.
- Previous experience of Hastings Customer claims handling
- Full understanding of liability pertaining to disputed and none disputed claims
- Full knowledge and understanding of insurance processes
- Full knowledge and understanding of liability decision making
- Full knowledge and understanding of claims reserving and its importance
- Full working knowledge of Guidewire
- Strong written, oral and interpersonal skills
- An ability to work using own initiative within boundaries
- An ability to work effectively with people across a wide range of levels and responsibilities
- Good IT/Keyboard skills
- Good numeric skills
About us
We are one of the leading providers of insurance and legal services.
Our focus is always on the customer and ensuring their claims journey consistently exceeds expectation.
We work in partnership with insurers, brokers and MGA's to deliver a variety of fully outsourced claims solutions. Our team has grown to approximately 850 employees across offices in Liverpool, Birkenhead, Leeds, Haywards Heath and Glasgow.
Our team's insurance experience combined with our legal expertise gives us the size, scale and strength to successfully work in partnership with any insurer or broker.
Our culture is what defines us as an organisation and has been built around our 5 core values.
We pride ourselves in providing a positive working environment where we can work together towards our success.
We understand that our success as a business depends on the success of our people, and that is why we have established an environment where all of our employees feel valued and able to perform at their best.
Benefits
30 days holiday per annum inclusive of bank holidays or day in lieu where applicable
Hybrid working model (in relevant role)
2 x Volunteering days to support charitable initiatives
Matched Giving - up to £250 matched for personal charity fundraising for a registered charity
Medicash cash plan - claim back dental / physio / optical appointments
My Medicash App - including access to rapid digital physiotherapy and
