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Summary
To deliver an exceptional customer experience.
To handle claims in an efficient, proactive, and customer-focused 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.
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Skills
- Accuracy and attention to detail.
- Ability to process work quickly and efficiently.
- Ability to prioritize 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 analyze 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.
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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.
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