PURPOSE OF THE ROLE
Investigate, evaluate, and settle claims by collecting and analyzing data according to policy application and contract provisions. Determine whether to accept or deny a claim based on all documentation received. Individuals at this level may also review and audit files for financial and system accuracy and determine which claims will be released/returned to other analysts for further investigation.
PRINCIPLE DUTIES AND RESPONSIBILITIES:
Managing key claims handling enquiry; quantum analysis and legal liability assessment and providing a consistently strong standard of customer service.
Ensuring effective vendor and litigation management on complex claims within a personal allocation.
Reporting status updates to their Team Manager and to internal stakeholders.
Broader internal and external stakeholder communication where required as Auto Technical Claims Expert.
Strive for continuous improvement on repair process and support through the Quality Assurance Review processes.
Assist in continuous improvement across the region through support for the Quality Assurance/Regional Audit processes.
Ensure adherence to best practice procedures for Auto Claims, consistent with global best practice.
Delivery of technical training to colleagues and external contacts as appropriate.
Any other projects/tasks with may be assigned to you from time to time.
Timely accurate and customer focused resolution minimizing indemnity.
Effective communication of key Claims and Auto claims portfolio messages to internal stakeholders.
Accurate and consistent policy interpretation.
Attain objectives for assigned projects.
QUALIFICATIONS:
University Graduate- Mechanical Engineering.
Diploma in Automotive Engineering.
Insurance Certificate of Proficiency or Diploma in Insurance
Good technical knowledge of consumer insurance
EXPERIENCE:
Over 5 years’ working experience in an insurance company or assessment firm.
Over 3 year’s working experience in a claims environment.
SKILLS AND COMPETENCIES / LEVELS
Technical skills:
Compliance and regulatory knowledge
Analytical skills
Communication skills
Time management
Decision making
Investigative execution
Competencies:
Ability to identify the appropriate solution from a range of options whilst holding conversations with customers and complaint.
Demonstrate good understanding of claims procedures, products and service following onboarding.
Complaint or conflict resolution
Negotiation skills.
Customer focus.
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