Personal Claims Handler

Are you looking for a challenging role where you can make a positive impact on customers' lives? Are you experienced in handling claims and providing excellent customer service? If you possess strong decision-making skills, attention to detail, and a passion for helping others, we have the perfect opportunity for you to join our team as a Personal Claims Handler at Castelan

**About Us**

At Castelan, we are a renowned company specialising in various products, including Furniture and Electrical warranty claim handling, and high street retailer services. Our claims centre is the heart of our operations, where we are committed to providing efficient, fair, and supportive services to our customers.

**Role Purpose**

There are many different products handled within Castelan’s claims centre and a Personal Claim Handler is responsible for all of these. Products include; Furniture and Electrical warranty claim handling; and an array of high street retailer services. Regardless of the product, a Personal Claims Handler makes sure that claims/ customers are handled efficiently and that where applicable payment for valid claims is made. You'll be involved in making decisions on the extent and validity of a claim, and checking for any potential fraudulent activity.

You will coordinate services that may be required following a claim being made. This can include organising approved tradespeople to make repairs, ordering replacement parts/ items from suppliers, or settling claims via replacements or cash.

You will in the main work on your own with your own caseload, however will be part of a larger team to which you can call on for, or offer support.

**Primary Responsibilities**

As a Personal Claims Handler, you will have the following key responsibilities:

- Comprehensive Knowledge: Demonstrate in-depth knowledge of the terms, conditions, and exceptions of each warranty/service provided by the Company to handle claims efficiently from start to finish.
- End-to-End Claim Management: Take ownership of each customer throughout their claim journey, ensuring they are treated fairly and receive excellent service in line with industry and company guidelines.
- Workload Management: Independently manage a personal caseload of claims, proactively coordinating services required after claims, such as arranging repairs, ordering replacement parts/items, or settling claims with appropriate solutions.
- Data Accuracy: Collect and input accurate data into our in-house computer systems, maintaining high standards of work and adhering to departmental objectives.
- Support and Collaboration: Be an active team player, offering support to colleagues when needed and assisting the Team Supervisor and Team Manager as required.
- Process Improvement: Identify opportunities for process improvements to enhance productivity, quality, and customer service within the claims department.

**Experience and Technical Skills Required**

To be successful in this role, you should possess the following:

- Industry Experience: Proven experience in an Insurance/financial services company or similar industry, with a background in managing a personal workload of claims and making coverage decisions.
- Customer Communication: Excellent communication skills, both written and oral, with the ability to handle customer interactions professionally and empathetically.
- Detail-Oriented: Strong attention to detail to ensure accurate data collection and processing.
- Decision-Making Skills: The capability to assess claims and make sound judgments based on policy terms and conditions.

**Join Our Team**

At Castelan, we value our employees and offer a collaborative and supportive working environment. You will have the opportunity to develop your skills and contribute to the success of our claims centre.