Are you experienced in dealing with Major Loss claims ?

We have a fantastic opportunity for a Senior Personal Case Manager to joing our team in Birmingham.

Please note this role is now under offer

The key responsibilities of the role are:

• To accurately manage a caseload of large (£100k-£1m) complex and sensitive property claims by:
  • Effectively interacting with customers in difficult or sensitive situations with empathy in order to convey information and resolve queries. 
  • To maintain good relationships and communicate with internal and external parties on a wide range of issues politely and efficiently
  • Provide concise, informative accurate and clear written reports, summaries and updates on claims.
  • Using technical and product knowledge to ensure the correct application of policy cover and exclusions.
  • Setting accurate reserves and ensuring they are updated.
  • To understand the specific circumstances of issues identifying individual customer needs and demonstrate efficient and effective actions within SLA to progress claims to closure in a timely manner. 
  • To proactively monitor activities undertaken by suppliers and loss adjusters, utilising appropriate escalation channels to ensure correct outcomes are achieved.
• To use your expertise to provide support and direction to other team members as required
• To retain ownership of complaints on complex cases through to final resolution, achieving fair and correct resolution as quickly as possible and provide accurate, timely updates and final response letters.
• To accurately input claim details onto business systems.
• To maintain knowledge of all claims processes and ensure these are correctly followed at all times. 
• To seek opportunities to develop own technical knowledge and skills. Impart knowledge and skills across the claims center through demonstration of mentoring on an individual and group basis.
• To support development of claims processes and technical guidance by working with Supplier Service, CI and Operational Governance teams.
• To maintain competency across all claims core operational functions and to provide support during surge events.
• To understand and apply all process controls, to comply with regulations including DPA/Information Security guidelines and FCA rules relating to complaint handling.

To be successful for the role the skills required are:

• CII qualified or equivalent desirable
• Previous experience of managing large loss complicated and sensitive household claims to a high standard (£100k+).
• Previous experience of handling challenging and sensitive customer issues and complaints with effective resolution.
• Previous complaint handling experience with a good understanding of FCA and FOS requirements.
• Previous experience of end-to-end processes for claims department, including claim registration, referral processes, recoveries, fraud.
•  Good knowledge of Insurer relationships and interdependency of the supplier(s) relationship leading to the fulfilment of claims.
• IT literate
• Excellent communication skills, written and verbal with the ability to build strong relationships.
• Self-driven and motivated.
• Ability to work under pressure and to tight deadlines.

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 25 days’ holiday, private medical insurance, discretionary performance related bonuses, paid overtime, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

For mor details on the role please contact Michelle.lake@landg.com

Please note this role is now under offer