Complex Case Manager
2 days ago
About Davies Group
We are a global team of professionals operating across the UK, Ireland, the US, Canada & Bermuda. We specialize in professional services and technology firms, working in partnerships with leading insurance businesses.
Our Business
We deliver operations, consulting and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation, customer experience, human capital, transformation & change management.
Job Summary
We are seeking an experienced Complex Case Manager to join our team. As a Complex Case Manager, you will be responsible for effectively and proactively managing a case load of new and in-progress higher value property claims in line with both client specific requirements and service level agreements.
Key Responsibilities
- Proactively manage own caseload to consistently achieve all relevant Service Level Agreements (SLAs)
- Effectively project manage claims of higher net worth (up to circa £25k) from cradle to grave
- Effectively handle all customer interactions (Client and direct customer) professionally, knowledgably and with Treating Customers Fairly (TCF) in mind
- Effectively manage third party suppliers to drive cases to settlement with service, cost and timescales in mind
- Produce work of a consistently high quality in line with internal processes and guidelines
- Operate within, and adhere to, signed off authority levels
- Adhere to relevant governance and regulatory processes (Data Protection [DPA], TCF, Information Security)
- Take responsibility for own self-development through effective use of PDR and audit feedback and relevant learning courses
- Contribute positively to both great teamwork and a good overall culture
Key Performance Indicators
- SLA performance data analysis *
- Phone Audit and feedback
- Lifecycle MI, Audit and feedback *
- Audit *
- No breaches of authority levels
- Audit
- Completed PDR Forms, Competency Reviews
- Team performance and feedback
Requirements
- Relevant technical property claims experience
- Good customer service skills
- Ability to effectively manage own time and caseload
- Good interpersonal skills
- Self-motivated with a drive for continuous self-development
- Effective Communicator
- IT proficient
- Good problem-solving capability
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