Claims Technical Support

JR United Kingdom; United Kingdom; On-site; GBP 40,000 - 60,000; Full time

Job description

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Claims Technical Support, United Kingdom

Client:

The Emerald Group Ltd, Search and Selection

Location:

Not specified

Job Category:

Other

EU work permit required:

Yes

Job Views:

8

Posted:

18.04.2025

Expiry Date:

02.06.2025

Job Description:

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.
• 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.
• 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.

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.