FRU Claims Handler

Role: FRU Claims Handler

Permanent

Job Purpose:

Provide support to the FRI Team Manager and the department claims function by processing new and existing claims in line with team guidelines. Provide training and mentoring to the team under the guidance and direction of the team manager. Deliver a comprehensive, professional customer-focused administration service within Claims, dealing with claims enquiries and all customer contact, operating within FCA and TCF Principles.

Key Responsibilities:

• Deal with initial Claim & Dispute Resolution Service enquiries via telephone, Claims Portal, email, and written correspondence, ensuring they are logged on the Claims DRACS system within a set SLA.
• Manage own caseload, ensuring tasks are completed within SLA.
• Triage new claims forms received and liaise with customers until the full background is obtained for review by a claims handler, identifying which route a claim should take.
• Prepare declinatures, written or verbal, documenting decisions on newly created records.
• Ensure GDPR processes are adhered to including cyber fraud for claims payments.
• Identify complaints, both written and verbal, following the appropriate Complaints Handling Process.
• Manage the Claims & Dispute Resolution Service inbox, setting tasks for handlers.
• Assist with all other duties of the First Response Unit.
• Field customer telephone calls where required for the claims team and complete claim tasks when necessary.
• Mentor junior members in line with claims and FRU processes.

Key Skills & Experience Requirements:

• A general understanding of the insurance market and related products.
• Working knowledge of FC Regulations and experience of insurance principles.
• Self-motivated.
• Flexible and adaptable to change.
• Proven experience of understanding the importance of providing excellent customer service.
• Ability to work to and maintain service levels.
• Good IT skills, including Windows Office Suite, and knowledge of databases.
• Excellent communication skills, oral and written.
• An understanding of latent defects principles.

Benefits:

• Annual bonus.
• Private Medical Insurance.
• Enhanced Maternity/Paternity leave (after 2 years’ service).
• 25 days annual leave plus bank holidays - increasing to 30 days after 5 years of service.

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At HSB Group (including Premier Guarantee), Diversity, Equity, and Inclusion foster innovation and resilience and enable us to act braver and better. Embracing the power of DEI is at the core of who we are. We recognise diversity can be multi-dimensional, intersectional, and complex, so we want to build a diverse workforce that includes a wide range of racial, ethnic, sexual, and gender identities; economic and geographic backgrounds; physical abilities; ages; life, school, and career experiences; and political, religious, and personal beliefs. Additionally, we are committed to building an equitable and inclusive work environment where this diversity is celebrated, valued, and has equitable opportunities to succeed.

All candidates in consideration for any role can request a reasonable adjustment at any point in our recruitment process. You can request an adjustment by speaking to your Talent Acquisition contact.