Claims Handler

**Job Role**

To work as part of our claims team assessing Rent Guarantee claims on behalf of our Letting Agents and Private Landlords We are looking for someone who loves to provide amazing customer service and build lasting rapport.

You will have excellent attention to detail and be able to manage your own workload prioritising time sensitive tasks whilst working within a supportive team environment.

**Key Responsibilities**

**Claims Activities**
- Input, assess & manage a portfolio of claims, storing the relevant documents and evidence on the corresponding systems for audit purposes, ensuring all information is entered accurately
- Ability to use own initiative to make decisions in line with company policies and communicate those decisions in an informative way
- Make every effort to pursue tenants and guarantors for unpaid rents where possible in a professional manner while displaying empathy
- Manage customer relationships effectively to ensure the claim progresses efficiently
- Maintain an accurate claim ledger by collaborating with the customer
- Identify and escalate potential fraudulent activity
- Carry out any other tasks that may be required of you from your line manager
- Resilience to having difficult conversations

**Legal Activities - experience not necessary**
- Serve legal notices to tenants tailored to their circumstances and in line with current legislation to regain possession of the property as efficiently as possible

Collaborate with the Ligation Team and In House Solicitors to ensure that the legal service provided is robust, low risk and efficient.

Person specification

**Essential**

**Desirable**

**Qualifications**

3 GCSEs at grade C or above, including English and Maths

CII FIT/CERT

CILEx Level 3 certification in Law and Practice

**Knowledge/**

**Experience**

Customer Service experience

Claims Handling experience in a Legal/Insurance centred environment

A minimum of 12 months in a FCA or SRA regulated environment

Legal knowledge within the private rental sector

Administration experience

**Skills**

Excellent computer skills with good working knowledge of all standard Microsoft programmes

**Aptitude**

Communicating clearly and professionally - using correct grammar both verbal and written

Ability to demonstrate empathy - understanding of challenges which our customers face when reviewing cases.

Collaborative Working - Works Co-Operatively as One Team

Able to work in a fast paced environment with the ability to manage workload and handle multiple cases at the same time, meeting all deadlines

Adapts & responds to change with a positive attitude

Acts with integrity, showing respect and fairness.

Leading & Developing
- Drives Own Development

Analysing & Initiating
- Makes Effective Decisions and able to justify decisions if challenged

Taking Ownership
- Accepts Responsibility

Creating & Innovating
- Seeks Continuous Improvement