Desktop Claims Handler

**Company Overview. Who we are**

Trinity Claims is a claims management company based in Tonbridge, that designs and delivers claims strategies to meet the needs of our partners. Our team consists of talented professionals with a proven track record in leading and delivering change in insurance companies. We have a leadership team dedicated to growing the business, with a family feel and a welcoming culture who are all focused on delivering the best services for our customers.

**Role Overview. Why Join us**

To manage a portfolio of Household claims, answering Policyholder queries relating to their claim and policy either via the claims portal or on the phone. To provide first class, full lifecycle claims handling and act as the primary Policyholder contact.

**Key Responsibilities & Accountabilities - What you will do**:

- Advise policyholders on general queries and claims queries relevant to their claim or policy
- Respond to Policyholder portal messages professionally and within a timely manner
- Build policy-holder confidence by developing rapport and actively listening to each Policyholder and taking the necessary action.
- Ensure policy covers and limits are applied where applicable.
- Take a methodical approach to each claim and working through the processes with each policy holder.
- Request information for example photos of damage and proof of ownership from Policyholders by using the system effectively
- Arrange for payments to be made within authority levels.
- Proactively handle claims to ensure decisions are made quickly and delivered to the Policyholder as quickly as possible.
- Manage a high-volume portfolio of fast paced claims through prioritising by individual circumstances from to settlement.
- Liaise between internal teams, third party suppliers and policy holders, ensuring that all are updated to ensure the smooth and timely progression of claims.
- Perform basic fraud checks and escalating any fraud alerts or suspicious circumstances to the Counter Fraud team.
- Manage multiple activities by prioritising important and urgent tasks whilst maintaining the focus on the policy holder.
- Negotiate settlement of claims both verbally and in writing.
- Assist with overflow calls during peak times where necessary.
- Constantly seek improvements in how we deliver excellent customer service.
- Ensure that SLA’s and KPI’s are met and maintained consistently.
- Undertake any individual or team task or activity reasonably requested and in line with the company values

**Person Specification**

**Experience & Knowledge**
- At least 2 years experience in Home Claims role.
- Or 4 years experience in claims with at least 1 of those years in Home

**Skills & Abilities**
- Excellent verbal and written communication skills
- Good organisational skills
- Accuracy and attention to detail
- Tact and assertiveness when dealing with Supplier/Surveyor Network
- Ability to work well under pressure and meet deadlines
- PC literate with good administrative skills
- Ability to take on increased ownership and responsibility when necessary

**Personality & Motivation**
- Helpfulness and a passion for customer service
- High energy levels
- Positive approach
- Team player
- Drive and enthusiasm for meeting targets
- Empathy and understanding
- Confidence & a professional attitude

**In return, we can offer you**:
Basic Salary £28,.00-33,000 (DOE) as well as market leading benefits.

25 days Annual leave plus statutory holidays.

**Rewards**:

- On-site gym
- Free on-site parking
- Free on-site breakfast bar
- Complimentary on-site snacks and soft drinks
- Discretionary performance related bonus
- Life insurance cover
- Enhanced company pension scheme
- Cycle to Work Scheme
- Employee of the month & employee of the year awards
- Refer a Friend scheme
- An extra day’s holiday for your birthday
- Paid volunteering/charity day a year
- Support in your development and wellbeing, including an Employee Assistance Program (EAP)
- Eye test vouchers
- Training and development opportunities at all levels through Trinity Academy and Apprenticeship programs
- Social events

Application deadline: this position will remain open until we have found the right person for the job.

We kindly request that **no agencies** contact us regarding this position. Speculative CVs will not be accepted.

**Job Types**: Full-time, Permanent

Pay: £28,000.00-£33,000.00 per year

Additional pay:

- Bonus scheme

**Benefits**:

- Referral programme

Schedule:

- Monday to Friday

**Experience**:

- Claims Handling: 1 year (preferred)

Work Location: In person