Personal Claims Handler

Starting salary is £20,500 however will rise to £22,500 following successful probation.

**ROLE PURPOSE**

There are many different products handled within Castelan’s claims centre and a Personal Claim Handler is responsible for all of these. Products include; Furniture and Electrical warranty; Life, accident, sickness and unemployment claim handling; and an array of high street retailer services.

Regardless of the product, a Personal Claims Handler makes sure that claims/ customers are handled efficiently and that where applicable payment for valid claims is made. You'll be involved in making decisions on the extent and validity of a claim, and checking for any potential fraudulent activity.

You will coordinate services that may be required following a claim being made. This can include organising approved tradespeople to make repairs, ordering replacement parts/ items from suppliers, or settling claims via replacements or cash.

You will in the main work on your own with your own caseload, however will be part of a larger team to which you can call on for, or offer support.

**PRIMARY RESPONSIBILITIES**
- To have knowledge of the terms, conditions and exceptions of each type of warranty/service provided by the Company in order to handle a claim from start to finish
- Taking inbound calls from internal and external customers
- Making proactive outbound calls to internal and external customers
- Gives customers a positive impression of themselves and the organisation, making every effort to ensure the experience customers have is constructive & beneficial
- Managing a personal workload of claims and pro-actively managing these claims from start to finish
- To own the customer throughout the claim.’my customer, my responsibility’
- Ensuring the customer is treated fairly and that the customer receives excellent service in accordance with industry and company guidelines
- Ensuring work completed is of an extremely high standard and in line with departmental and team objectives
- Plans & prioritises workload, working within time constraints and remaining focused on the job in hand
- Collecting and inputting accurate data into the in-house computer systems
- General housekeeping duties for example scanning and photocopying
- To have a knowledge of all the claims procedures in place for each warranty and service programme
- To assist where necessary to ensure the smooth running of the department
- To undertake any other tasks as reasonably requested by the Team Manager, Head of Claims and or Director.
- Helping other team members with their duties
- To give assistance where required to the Team Supervisor and Team Manager
- Ensuring work is completed within timescales
- Implements process change aimed at improving productivity, quality & customer service

**EXPERIENCE AND TECHNICAL SKILLS REQUIRED**
- Experience of working within an Insurance/ financial services company/ industry
- Experience of managing a personal workload of claims
- Used to working with policy terms and conditions and having to make decisions on coverage
- Good experience of communicating with customers over the telephone regarding a financial services product, preferably where the conversation is not always to deliver good news
- Excellent communication skills
- Good written and oral skills, ability to communicate in both forms professionally
- The ability to read, write and comprehend simple instructions, short correspondence and memos.
- Talk/Type experience with the ability to demonstrate touch typing skills of at least approximately 35 words per minute

**CORE COMPETENCIES**

Refer to the competency guideline for more information

**Behavioural Competencies**
- Seeks to Add Greater Value
- Takes Initiative
- Takes Personal Responsibility
- Strengthens Relationships Internally and Externally
- Generate Enthusiasm and Energy
- Leads by Example
- Treating Customers Fairly

**Technical Competencies**
- Task management
- Attention to detail
- Systematic thinking
- Knowledge of systems and procedures
- Knowledge of Castelan products

Relevant knowledge and expertis