UK- Claims Coordinator
8 months ago
Position Summary
To proactively manage environmental claims providing excellent service to clients and their customers Accurately and promptly accept and process new instructions as far as competently possible. Support adjusters and consultants by providing collaborative approach to Crawford environmental claims and ensure claims are completed to a high standard and high levels of customer service
Functional Knowledge
Customer focused Provide quality service to both internal and external customers Work with colleagues throughout the business Respond to daily workloads as dictated by customer requirements Make sure KPI’s and SLA’s are met Handle and co-ordinate complaints and compliments Achievement of targets Competent use of technology
General Background, Experience & Professional Qualifications
Property insurance claims experience preferrable but not essential Excellent customer service, organisational & communication skills Team player IT skills Customer service experience
Key Responsibilities
Accurately input data Manage client instructions through the development of high quality interpersonal skills and create good client relationships built around trust, respect and speedy resolution of assignments. Dealing with telephone queries, day to day within agreed service criteria. Seek new opportunities to “sell” to existing and new clients. Processing invoices, both interim and finals, referring where necessary. Reviewing cases in a proactive manner and taking action to move claim forward, referring where necessary. Dealing with and liaising with insurers and policy holders as appropriate. Ensure work is prioritised effectively. Contribute to the productivity targets through the effective planning and allocation of new and existing instructions. Formulate, allocate (and/or participate in) projects as and when required and ensure they occur within timescales and company/client requirements. Actively share knowledge with peers to develop oneself and others and to act as a role model in appropriate situations (. new starters). Actively seek to develop oneself through a positive attitude and through the achievement of professional qualities Maintain awareness of Business Continuity programme and role within it Able to demonstrate knowledge and/or awareness of FCA procedures and the TCF initiative Actively seek to develop oneself and take responsibility for your own training and development
Behaviours
Delivers cost efficiency in all activities. Builds trust and respect by keeping to the commitments made. Can convey a message across in one to one situations in a way which is understood. Builds and maintains positive relationships within and across teams. Seeks feedback and invests time in their own self development both technically and behaviourally
Skills
Ability to work on own initiative Ability to demonstrate attention to detail Ability to work as an individual and as part of a team Excellent customer service and communication skills A positive attitude and a proactive approach to solving problems Able to co-ordinate a variety of actions concurrently
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