Experienced Home Claims Handler

1 month ago

Leicester, Leicester, United Kingdom Hastings Direct Full time
Job Title: Experienced Home Claims Handler

We are seeking an experienced Home Claims Handler to join our team at Hastings Direct. As a Home Claims Handler, you will be responsible for managing a portfolio of claims with varying complexity, ensuring that they are handled efficiently and effectively in line with our company's 4Cs principles.

Key Responsibilities:
  • Manage a portfolio of claims, ensuring that they are handled in accordance with our company's policies and procedures.
  • Act as a technical referral point for colleagues, suppliers, and internal stakeholders, providing guidance and support as needed.
  • Ensure that claims are adequately reserved, loss coded, and managed effectively to enable accurate pricing and reserving.
  • Maintain and update various system platforms, including Fintech and GW, to ensure that claims are processed efficiently and effectively.
  • Work with the Claims Team Leader to maintain best practice documents on technical applications for buildings, contents, recoveries, and subsidence.
  • Handle and resolve complaints, including FOS referrals, ensuring that any changes are fed back to the relevant parties as best practice.
  • Ensure that you are meeting customers' fair and reasonable expectations and provide fair outcomes, appropriately questioning and challenging peers and managers where processes and procedures do not meet these expectations.
  • Complete training as mandated by the company and regulated by the FCA.
  • Ensure that self and direct reports (if applicable) achieve and demonstrate levels of competence required to fulfill job requirements.
Requirements:
  • Home claims experience is essential.
  • Customer service experience, telephony-based.
  • Able to communicate and work remotely, using all available online tools, including MS Teams and systems.
  • Complies with consumer duty when dealing with/advising customers, able to relay technical context and rationale to any given situation.
  • Can work efficiently and accurately, in line with SLAs and targets, to interpret, track, and allocate incoming claims.
  • Strong system skills, ability to navigate and update multiple platforms simultaneously.
  • Strong written and verbal communication skills, able to build strong relationships with internal colleagues, external suppliers, and customers.
  • Will develop a good understanding of the value and impact of our work for customers, our team, and the wider business.
  • Understands how to appropriately identify and support vulnerable customers.
  • Understanding of general insurance and claims.
What We Offer:

At Hastings Direct, we offer a range of benefits and rewards to our colleagues, including:

  • Flexible working arrangements, including hybrid working.
  • Competitive bonus scheme, based on individual and company performance.
  • 25 days annual leave, plus bank holidays, with the option to buy or sell one of your contracted weeks.
  • Access to private healthcare, dental plans, discounted health assessments, cycle to work, and tech schemes.
  • Discounted and free onsite facilities, social events throughout the year, and more.

We are an equal opportunities employer and welcome applications from all suitably skilled persons, regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment, or marital/family status. Please note that we have a thorough referencing process, which includes credit and criminal record checks.

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