Our esteemed client, a respected organisation that provides wealth and corporate solutions and management services, is in search of a Technical Income Protection Claims Specialist who can work from either Guernsey or Ireland.
The chosen candidate will be responsible for building and maintaining strong relationships with brokers, providing prompt and accurate responses to customer inquiries, and dealing with complex issues effectively. They will be responsible for resolving any complaints and maintaining excellent working relationships with both brokers and clients to build their trust in the services provided. The specialist will be expected to monitor and maintain the quality and content of customer communications, quickly investigate and manage complaints in accordance with the Complaints Process, and log any compensation or claims payments. Additionally, they will be an established communication point within the organisation for resolving any issues that may arise with the key responsibility of liaison with the head of a business line, support function heads, senior staff within the business in multi-jurisdictions, external service providers, and internal staff to cover claim management operational issues. Building effective relationships with key organisations and Office Managers to improve service delivery, this specialist should strictly adhere to all operational procedures required in multi-jurisdictional offices.
The succesful applicant will identify areas for improving controls which include being an agent of change in improving the efficacy of the operational procedures. Excellence in communication and coordination of operational staff and related client offices should be ensured without duplication of effort. Taking a leading role in the Claims team's weekly meeting, the specialist should act as the primary technical contact for Employee Benefit claims team in relation to escalations, queries, complaints, and reporting. The specialist will aim to establish a service culture within the Employee Benefits Function so that they continuously exceed agreed KPIs, SLAs, and other service standards. The specialist should obtain feedback from brokers and clients against agreed standards and report relevant information to the Head of Claims and/or Technical Claims Manager to continuously enhance the service propositions. The Technical Income Protection Claims Specialist will aim to ensure that all internal and external service levels are adhered to, delivering a high-quality claims service while continuously aiming to improve decision turnaround on pre-assessment claims.
You will handle high-quality claim decisions in a sensitive manner, ensuring an individual case management approach for all claims. They will demonstrate strict flexibility on all claims and client issues while adhering to Reinsurer guidelines and Treaty rules. All claims are expected to be managed in line with the local & personal Claim Approval Limits (CALs). To ensure the successful and sustained reintegration of the claimant into the workforce, the specialist will liaise with colleagues, employers, third parties, CMO, physicians, and rehab providers as necessary. The specialist will manage all complex claims in conjunction with the Head of Claims and Senior Technical Claims Manager, providing feedback regarding policy terms and conditions relevance to current markets. The specialist will continuously review and update the Claims Process Document to implement any process changes, aim for parity on claim decisions, and handle all claims received in any reporting period. The Technical Income Protection Claims Specialist should possess a high level of technical and medical expertise, demonstrate resilience in facing day-to-day work challenges, and remain focused on achieving desired results.
Please send your CV to vibhuti.purohit@ap-technical.com for consideration.
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