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Claims Handler Finex Claims Operations

4 months ago

Ipswich, United Kingdom WTW Full time

We are seeking to recruit a Claims Handler to join our FINEX Team in Claims Operations.

The position will be based in our Ipswich office but will require daily interaction with colleagues in Ipswich, London, Mumbai and other regional offices as well as with our clients and carriers and other external parties involved in the claim journey.

As a Claims Handler, you will be responsible for the delivery of high-quality claims service to Insureds and Clients and internal and external stake holders, ensuring that Key Client Outcomes are delivered in accordance with our prescribed Service Standards. You will deal with claims relating predominantly to Financial Institutions, providing guidance from first notification of loss to settlement to our Clients and their representatives whilst also liaising with Insurers, Adjusters and Lawyers.

**The Role**
***
**Operational Delivery - Client Responsibility**

Ensuring that claims process outcomes for a defined portfolio of clients meet or exceed expectation through:

- Monitoring Key Client Outcome performance and taking appropriate action as required, to deliver against pre-defined service standards
- Providing guidance at First Notification of Loss to clients and ensuring accurate and timely notification to Insurers
- Supporting Claims Advocates on various Client related issues, including but not limited to the production of accurate and updated renewal information for the Sales team and bespoke reporting / projects for the client
- Where appropriate, providing input on corrective action required to meet or exceed client expectation
- Monitoring underwriter / reinsurer / service provider performance and taking appropriate action as required, to deliver against pre-defined service standards
- Building constructive client and 3rd party relationships, under the guidance of Claims Manager, Claims Advocate and Senior Claims handlers (including but not limited to client / carrier relationship meetings)
- Understanding the Client’s business and their requirements (operational and other)
- Maintaining awareness of accounts, market developments, claims specific changes together with an understanding of the Key Client Outcomes and Service Delivery Targets within the Business Unit
- Contributing to a continuous improvement culture
- Providing input to and referencing the Willis Quality Index, as appropriate and required

**Operational Delivery - Claims Handling Responsibility**

Accountable for the servicing of an allocated portfolio of moderate complexity claims, to meet or exceed client expectation through:

- Notification to insurers / reinsurers on receipt of a new claim advice, responding where required and providing advice to clients, as appropriate - working with Mumbai colleagues in delivery
- Management and resolution of client / carrier / internal day-to-day queries, seeking assistance as required and from Senior Claims Handlers / Claims Manager / Claim Advocates
- Working with the Claims Managers to ensure timely delivery of Key Client Outcomes
- Working with external parties to include Loss Adjusters, Surveyors and Solicitors to ensure timely delivery of Key Client Outcomes
- Communicating effectively with brokers / advocates to ensure that they chase up market related issues and outstanding broking without delay
- Driving forward claims settlements with insurers / reinsurers, based on technical and market knowledge
- Ensuring the secure, efficient and auditable handling of client monies
- Ensuring that all financial aspects (including but not limited to Uncorrelated Cash and Bureau debt) are managed and where possible pre-emptive action is taken at an appropriate level to avoid such issues occurring
- Supporting the process of client service delivery, adhering to standardised Group policies and procedures and to agreed service standards
- Ensuring adherence to standardised Group policies and procedures, including all WEM and other regulatory requirements

**Other**
- Take reasonable steps to support management and the Company in the management of the business risks applicable to area of employment, as set out in the BU risk register.
- Contributing to the use and development of in-house claims handling systems.

The above list is intended to be as accurate a reflection of the role as possible. However, it may be revised from time to time if different tasks commensurate with the role or level of responsibility are needed to be performed and / or when circumstances change.

**The Requirements**
- An understanding of the London Markets
- GCSEs English and Mathematics
- Preferably educated to A level standard or with relevant industry experience
- Ideally working towards CII qualification

**Skills**
- Good communication skills
- Attention to detail
- Ability to organise and prioritise
- Ability to work in a team and autonomously; and general willingness to learn and grow both yourself and others
- Ability to build strong working relationships
- Good time management