Graduate Claims Adviser

3 days ago

Colchester, United Kingdom Arc Legal Group Full time

To deal with the legal expenses insurance claims in an effective and efficient manner with the support of other member of the team, Team Managers, Claims Managers and Chief Legal Officer. Claims include but are not limited to personal injury, both motor and non-motor, criminal prosecution, clinical negligence, identity theft, landlord and tenant disputes, employment, contract, property and commercial disputes.

**Working Pattern**

Our standard full-time hours are 37.5 hours per week. Each working day will include 1 hour for lunch.

Upon completion of satisfactory training, Arc may offer the opportunity for agile working up to 50% of the time at home if your circumstances allow.

At other times and as requested, work will be carried out in the beautiful rural setting of the Arc office just outside Langham in a purpose-built modern building offering free parking.

We also provide standing desks, hot/cold drinks, fruit, staff social room with pool table, TV, and lounge area, shower for lunchtime sports enthusiasts and our dress for your day policy - usually meaning smart casual wear is suitable for the office if you wish.

**Benefits**
- 25 days holidays plus bank holidays
- Free Parking
- Company pension scheme
- Wellness programme including counselling service
- Access to a virtual 24/7 GP as well as a range of other health and wellbeing experts
- Free Fitbit
- Group income protection insurance
- Death in service benefit
- Travel insurance
- Full pay for the first 2 weeks of maternity and paternity pay
- Free annual flu jab
- Opportunities for professional development (including CII)
- Charity fundraising social events

**Essential Job Functions**
- Handling legal expenses claims with appropriate supervision. If the claim is to be declined, ensure that the reason is clearly explained and the policy wording is quoted, with reference to the page and paragraph numbers
- Ensure that customer expectations about the process and timescales are well managed and that there are no unnecessary or unreasonable delays in the claims process
- Reviewing new claims received under nominated contracts to establish whether those claims have sufficient prospects to satisfy policy conditions and therefore warrant support under the insurance
- Reviewing responses from solicitors and negotiating terms of instruction with supervision
- Agreeing appointment of solicitors and preparing an initial estimate of costs with supervision
- Contacting policyholders where they have expressed a desire to instruct their own solicitors to explain the benefits of using a panel solicitor
- Closely monitoring and recording the developing costs position
- Make outbound telephone calls to gather information and otherwise expedite the ongoing claims management process
- Where appropriate, ensure that a full data protection check is carried out on all incoming and outgoing telephone calls and ensure that client confidentiality is always maintained and that data protection requirements are adhered to
- Return all telephone calls to the policyholder on the same day or as agreed with the customer and complete a clear and precise attendance note for each call
- Ensure that all correspondence (written or verbal) is polite, professional, relevant, substantive, clear, fair, accurate and not misleading and formatted in agreed templates and branding
- Obtaining advice from Arc’s internal and external specialists where appropriate
- Where appropriate, ensure that the policyholder is offered alternative options for assistance if the claim is not covered under the policy
- Ensuring claims are managed in accordance with agreed diary procedures
- Once a claim has been concluded reviewing the file to ensure that intended outcome has been achieved and noting file accordingly
- Passing file to costs auditors where appropriate prior to settling bills
- Checking any bills raised by solicitors at conclusion against authorised costs on file and querying where appropriate
- Agreeing cost authorisations within pre-determined limits
- Inputting and updating the Claims Management System
- Manage a high volume of work in a fast-paced, ever evolving environment.
- Understand and embrace the concept of “excellent customer service”
- Other duties may be assigned to meet the on-going needs of the organisation

**Qualifications, Experience and Competence**
- Qualifications_
- Minimum of 5 GCSE English Grade 4 to 9 (A to C) or equivalent including Maths and English
- Degree Educated (technical ability and claims/and other technical experience will also be considered)
- Experience and Functional/Technical Competencies_

Essential
- Experience of using all Microsoft Office programs
- Strong spelling, grammar, data entry and typing skills
- Attention to detail
- A polite, positive, empathetic and professional telephone manner is required to take enquiry calls and explain claim decisions that have been made
- Can do attitude in a dynamic business
- Excellent organisational and tim

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