Purpose:

We have an exciting opportunity to join our rapidly growing Claims Operation based in Norwich City Centre.

We are seeking Claims Handlers with a proactive attitude to case management, with experience of 1st, 3rd Party Motor Claims and Personal Injury (minimum 3 years).

Working alongside a fast paced claims team, you will handle more complex or high value cases.  With classes of business including Motor, PI, Landlord, Commercial Property and Legal/Family.

You will also provide technical support to the Claims Operation and assist in the oversight of external claims handling providers.

You will assist in embedding a process for PI claims, pre and post reform.  In addition to this support third party repair and PI capture services.

You will also assist in creating processes and claims philosophy for our full repair and claims handling services, acting as a process leader on repair, Total Loss, vehicle valuation and fraud prevention.

Essential requirements:

Claims Handling

• Manage cases which are more complex/higher value across all our current and future portfolio types
• Demonstrate your ability to manage 1^st and 3^rd Party Motor Claims
• Effectively handle information and case updates
• Make decisions on Technical cases and litigation
• Demonstrate a proactive claims handling approach and minimise leakage and lifecycles
• Review relevant policy to determine claim prospects as per the terms and conditions.
• Liaison with third parties in relation to claims, negotiation and settlement and other related administrative duties.
• Review cases in order to progress them to settlement including taking small claims court action, split liabilities, closing fault claims.
• Authorising payments in line with policy terms and conditions up to the policy limit
• Handle any expressions of dissatisfaction in line with the business’s’ agreed process.
• Liaising with all relevant parties including other insurers, witnesses, hire companies and legal professionals
• Follow an end-to-end investigation process, ensuring validity of the claim and settlement value Investigating liability and making decisions based of all evidence provide.
• Acts as the technical specialist in motor claims area such as FNOL, Recovery, TP, and repair.
• Lead on indemnity investigations and liaison with brokers and Insurers
• Assessing underwriting records and other relevant documents to complete indemnity enquiries in order to ascertain levels of exposure or repudiate claims
• Maintain detailed knowledge of claims handling practices and industry developments
• Maintains and develops current knowledge of: assigned insurance lines; court decisions which may impact the claims function; current guidelines in the claims function; and changes and modifications. This may require attendance at various seminars or training sessions. Additionally dissemination of knowledge to peers and training sessions/coaching to other staff members.
• Oversees claims bordereau and float
• Preventing and detecting fraudulent Insurance claims in a way that complies with relevant legislative and regulatory requirements
• Controlling claim cost by achieving most economical settlement, through good use of liability and quantum.
• Ensure compliance with the relevant sections of MoJ Reforms, CPR, Personal Injury Pre action Protocol and Road Traffic Act

Personal Injury & Third Party Capture

• Act as Technical Claims Handler for Motor PI Claims handling
• Assist in the transition into this business area, including the claims philosophy and process
• Assist in a process which maximises best practice and technology
• Assist in creating PI caseload management processes and procedures for assessment of claim, reserving and onward referral of qualifying cases
• Utilise knowledge and external experience which creates processes from Fnol to settlement which investigates, evaluates, negotiates and equitably settles all assigned liability/bodily injury claims cases in accordance with company policies and procedures at values commensurate with damages sustained. Further in optimum lifecycle to minimise internal costs and leakage.
• Opens, closes and adjusts reserves in accordance with company practices designed to ensure reserve adequacy. Recommends Special Reserves where necessary. In accordance with Reserving Guidelines. Assists in the creation of specific reserving guidelines in relation to personal injury. Adheres to file notification and authority procedures.
• Actively identifies fraud
• Deal with day to day referrals from colleagues
• Process claims via appropriate portal
• Assists in Third Party capture work where necessary, including repair and Injury.
• Assist in the accurate valuation of pre-med offers and negotiation with third parties

1^st Party Repair and Delegated Authority Claims Handling (Internal & External)

• Assist in the creation of process maps for 1st Party repair and claims handling.
• Assist in the methodology and processes used to value vehicles and manage Total Loss
• Coach, train and guide colleagues in 1^st Party Claims Handling
• Assist in the review of external delegated authority Claims operations, travelling to sites where necessary to undertake due diligence
• Review reports which measure the effectiveness of external delegated authorities and escalate where improvement is required

 Analysis

• Provides feedback to support the assessment of claims reserves required for the current and prior accident years and to support the estimation and planning for future accident years.
• Providing analysis to support the assessment of the claims fund requirement in respect of claims risk for all products.
• Present exceptions to senior management and auditors where required.

Person Specification                                                                                                               

 Essential:

• 3 years’ motor claims experience essential gained in an Insurer or delegated authority claims operation
• 1^st and 3^rd Party Claims Handling experience
• Strong knowledge of personal injury.  Defendant Motor Claims experience, including at least 2 years of handling Personal Injury claims.
• Technical expertise, with exposure to whiplash and moderately serious Bodily Injury claims, including (but not limited to) minor fractures and psychological trauma.
• Strong understanding of the Civil Procedure Rules and the Personal Injury protocols
• Strong Knowledge of Credit Hire
• Strong knowledge of vehicle damage, third party liability and fraud
• Strong knowledge of personal lines motor insurance
• Awareness of the Insurance market and the importance of all internal and external customers.
• You will have evidence of a strong proactive approach to claims files management.
• Thorough knowledge of claims reserving and assessment methods.

• Ability to be diligent and retain high levels of concentration and accuracy at all times.

• Proven experience in coaching and training on technical insurance subjects.

• Ability to quickly understand and follow complex systems and procedures.
• Strong knowledge of insurance litigation processes
• Excellent written and verbal communication skills

Desirable:

• Ideally holding CII professional qualification or similar
• Knowledge of Scottish, NI and foreign jurisdictions

 Expected Behaviours 

Demonstrate the business values at all times:

• Customer First
• Always improving
• Show professionalism
• Shared purpose
• Make a difference

We are looking for an experienced CII qualified professional to join us as our Policy Wording Technician.

The Policy Wording Technician within Coplus shall report to the Commercial Manager and be responsible for managing our wide ranging portfolio of ancillary insurance products including:

• Writing and reviewing all policy wordings, to ensure they are compliant, clear and easy to read to the policyholder.
• Keeping up to date, reviewing and communicating to the business any regulatory changes that effect policy wordings and be responsible for implementing those changes
• To understand and review product performance and make recommendations of change in order to improve and develop our policies
• Work with the Sales and L&D teams to assist in the creation and sign off of internal and external product training material

Essential requirements:

• CII qualified.
• Excellent FCA regulatory and compliance knowledge with strong market awareness.
• A demonstrable understanding of policy wording requirement with proven track record of writing policy wordings.
• A collaborative approach with the ability to build relationships and work effectively with a number of stakeholders both internally and externally.
• Excellent communication skills, both written and verbal.
• Highly organised, able to prioritise work and a strong attention to detail.

Start Date: ASAP

What can you expect?

• Salary range: 23k-35k
• Contributory Pension.
• Life Assurance of 4x annual salary (subject to meeting qualifying criteria).
• Private Health Care Insurance after 12 months employment (subject to meeting qualifying criteria).
• 22 Days Annual Leave, plus statutory bank holidays, with additional annual leave awarded up to 5 years service.
• Central Norwich location in Norfolk Tower, Surrey Street.
• Close proximity to Bus station.
• Travel Loan Scheme after 6 months employment (subject to meeting qualifying criteria).

Purpose 

• Making outbound calls to clients to ensure their claim being progress accurately and
• efficiently, while providing excellent customer service.
• Able to empathise with the customer, putting their needs first.
• To acquire the customer and quickly, whilst detailing the benefits of utilising our services.
• Provide excellent customer service measured in terms of outbound telephony performance, conversion performance, case work productivity and audited quality measures.
• Ensure Claims are processed according to policy wording or contracted terms of business.
• Support continuous improvement and process development.

Duties & Responsibilities

• Liaising with clients and suppliers over the telephone and in writing.
• Engaging with clients and taking a genuine interest.
• Follow communication scripts to ensure best practice.
• Meet personal/Team Leader set goals/targets
• Ensure all information taken is accurate
• Ensure that SLA’s and company procedures are adhered to at all times.
• Where appropriate, maximize credit hire/repair referrals and recommendations to solicitors.
• Escalating potential fraudulent claims through the appropriate channels.
• Escalating complaints through the appropriate channels.
• Operate and comply with the requirements of the firm’s own procedures, the Financial Services and FCA regulations.
• Contribute to and follow at all times, the firm’s policy on Treating Customers Fairly.
• Maintain professional competence by ensuring the department complies at all times with the Training and Competence procedures of the firm.

Knowledge, Skills & Experience

Essential:

• Good basic English and Maths skills (at least GCSE grade C or equivalent)
• Proficient in MS Office
• Accuracy and attention to detail
• An organised approach and good time management skills
• Cooperative team player
• Ability to work collaboratively within a team environment
• Demonstrates empowerment and deploys this positively and appropriately
• Good verbal and written communication skills
• Able to deliver good customer Service
• A responsible attitude towards the handling of information, including the ability to collect, analyse and summarise information.
• Good customer service skills
• Demonstrate the ability to identify information required in order to make appropriate and effective decisions under pressure.
• Strong organisation skills with the ability to work to a high standard towards deadlines & SLA’s.
• Promote continuous development of the claims process
• Excels at operating in a fast paced environment.

Desirable:

• Ability to prioritise their own workload as well as that of others, to work on their own initiative and to identify improvements on an ongoing basis.
• Ability to persuade and influence others.
• Ability to problem solve and generating and build on new ideas.
• Excellent coaching and mentoring skills to develop others.
• Thorough understanding of FCA regulations.
• Experience of developing and implementing process change; reducing contact centre costs and improving performance.
• Ability to prioritise their own workload as well as that of others, to work on their own initiative and to identify improvements on an ongoing basis.
• Ability to problem solve and generating and build on new ideas.

Expected Behaviours

Demonstrate the business values at all times:

• Customer First
• Always improving
• Show professionalism
• Shared purpose
• Make a difference