Claims Handler

Summary

• To deliver an exceptional customer experience.

• To handle claims in an efficient, pro-active and customer- focussed manner.

• To be an ambassador of the Howden Claims Division.

• To embrace and embody our CARE & FOCUS values and positively promote our proposition to Clients, Colleagues and Suppliers.

Key Responsibilities

• Handle claims cradle to grave on both a delegated and non-delegated basis.

• Ensure an exceptional claim service is delivered to each and every Client.

• Deal with phone calls and correspondence efficiently.

• Review and if necessary challenge Insurer decisions on liability.

• Responsibility for your own claims portfolio ensuring you handle claims in line with our service level agreements, service standards, values and (where applicable) the delegated authorities.

• Build relationships with our insurers, suppliers, clients and across Howden.

• Support the team with knowledge share & coaching.

• Ensure that the Claims Manager is fully aware of all issues or complaints.

• Ensure that full compliance of our standards is maintained at all times.

• Keep up-to-date with new products and new markets.

• Be an advocate of Howden.

• To be the main contact for certain Clients.

Skills

• Accuracy and attention to detail.

• Ability to process work quickly and efficiently.

• Ability to prioritise work and meet deadlines.

• Excellent Client service skills.

• Excellent oral and written communication skills.

• Good literacy and numeracy (minimum of C or equivalent in English and Maths).

• Ability to gather and analyse information from the client.

• Ability to identify and respond appropriately to an individual client's level of understanding.

• Ability to persuade and influence others.

Job Scope

The role will be office based but will require regular travel for:

• Clients/Insurer visits

• Off-site training

• Division and Team events

• Other internal/external meetings

Knowledge

• Working knowledge of all the main classes of General Insurance and GDPR, FCA / FOS and the CII's Code of Ethics.

• Working knowledge of Howden product range, policy wordings and service standards.

• Responsibility for own personal development and for keeping own knowledge up-to-date by the use of extra-curricular reading, eLearning, in-house and external courses, and studying for professional qualifications in order to gain the required CPD points.

Experience & Professional Qualifications

• Must have a minimum of 2 years' experience in providing specialist advice in the insurance market.

• Must be qualified to a minimum of Cert CII (or gain the qualification within 18 months of joining).

Regulatory

• Adhere to the principles set by the FCA.

• Adhere to Howden Private Client service standards and procedures, accepted good market practice and the CII Code of Ethics.

• To work in the best interests of the Client at all times.

• Ensure compliance with the General Data Protection Regulations.

• Ensure all records and communications with Clients are accurately recorded and filed in the correct manner.

• Comply with the Bribery Act 2010, and other such applicable regulations in place from time to time.

• Ensure that you do not breach any applicable sanctions imposed, or deal with embargoed entities.

• Comply with relevant anti-money laundering regulations in place from time to time