Claims Technical Support
The Emerald Group Ltd, Search and Selection
stoke-on-trent, midlands
Purpose of the Job: To assist the Claims Team in achieving and maintaining service level agreements for customer service, quality and activity by providing proactive administration support Principal Accountabilities: Process member and intermediary requests on their administration platforms Manage enquiries from members and intermediaries via all communication channels Deliver excellent service levels to internal and external customers Daily Management of the claims mailbox Support the Claims function with the following: Uploading documents to LDS Updating members claim summaries Triaging new claims and issuing claims forms when required Initial triage of claims documents received and requesting outstanding requirements Entering claim payments onto the system Chasing outstanding requirements Telephony support as required Updating members with the progress of their claim Providing administrative support to the Claims Managers Assessment of low risk claims (training to be provided in line with accreditation requirements) Obtaining updates from members on their recovery and progress Requesting and uploading medical records from their third-party provider to LDS Arranging treatment and support for members via their third-party provider Innovate Closing claims when required Assisting with the management and investigation of member complaints Adherence to the Society s processes and procedures Maintain continuous professional development Knowledge, Skills and Abilities: Able to assist vulnerable customers sensitively, in sometimes challenging circumstances Ability to prioritise and manage own workload Maintain an understanding of all their products and benefits available to members and 3rd party services To maintain an awareness of the importance of risk within the Society To maintain an understanding of and adherence to - the Data Protection Act, Anti-Money Laundering regulations and all relevant policies and procedures To ensure any mandatory learning is completed in a timely manner and kept up to date Work as a team player across the business to support best outcomes Flexible to change Open, honest, adaptable and reliable Willingness to develop Good understanding of Microsoft Office Technical Knowledge Area: Market and Proposition: The individual is to understand the market and how their products and propositions fit in the intermediated sales Personal Development: Improve knowledge; develop skills and shape behaviours, focused on their corporate capabilities Legislative/regulatory: Understand current legislative and regulatory regime, so that business is conducted within the legal framework protecting their corporate brand and values FS Qualifications: Desirable but not essential Regulatory requirements: This is a non-regulatory role IT Skills: The individual will need a good understanding of Microsoft Office Qualifications: FS Qualifications are desirable but not essential Previous experience in an insurance administration role essential Previous telephone experience essential