GB Retail Claims sits within the larger Corporate Risk and Broking (CRB) Business Unit. The team is made up of colleagues in the UK (Ipswich) and India (Mumbai) who also work closely with other areas of the business to deliver excellent client service.
As a part of this team no two days will ever be the same with the opportunity to deal with a claim from cradle to grave. The claims being dealt with include:
1. Employers Liability
2. Public Liability
3. Personal Injury
4. Property
5. Disease
6. Traditional
7. Motor
8. Uninsured Loss Recovery
Through our thorough training programme all colleagues are given the opportunity to learn, grow and develop. To be successful in this role you will be required to deliver high quality Claims Service to all clients, ensuring that Key Client Outcomes are:
Responsibilities:
1. Allocation Management: Manage a small allocation of complex claims from a variety of streams including EL, PL, Disease, including personal injury.
2. Technical Knowledge: Expert Knowledge of Industry specific legislation/Occupiers Liability/ERRA/Six Pack/Apportionment table and MOJ/CPR including case law and knowledge of legal protocols Multiple Jurisdiction knowledge.
3. KPI/SLA Management: Monitoring Key Client Outcome performance and taking appropriate action as required, to deliver pre-defined service standards. Take ownership and ensure department adherence to above including reassignment of work where necessary.
4. Financial Management: Compliant with all aspects of the WTW financial processes. Adherence of reserving process within claims license. Adherence to the WTW Payment Authorisation process.
5. Client Management: Deal with day-to-day client queries competently and in line with WTW values. Take a Lead Role in client meetings with Key contact and/or LMD support. Escalation point when required. Ensure quality and accuracy of client reports and MI.
6. Quality Management: Engage and support in internal and external audits. Support and Contribute to the Continuous Improvement Forum. Complete audits and provide feedback to handlers. Identify trends and escalate.
7. Mentoring & Coaching: Provide training, coaching and mentoring as required. Identify any needs for training, coaching and mentoring. Identify future coaches/trainers and mentors.
8. Specialist Tasks: Escalation point specialist roles such as Fraud Champion, Litigation or Complaints.
9. Data Analysis and Reporting: Detailed Claims Analysis of trends. Complete investigations following identification of points of interest.
Technical Requirements/Competencies:
Understands why we are subject to laws and regulations and how they affect us. Completes all mandatory training. Adheres to all policies. Uses defined technology in the context of their role. Fully complies with appropriate code of conduct rules and corporate values.
Behavioral Requirements/Competencies:
Identifies explicit and implied client needs by asking probing questions and understanding requirements. Develops solutions that address client inefficiencies and improve the overall client experience.
Equal Opportunity Employer
At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity.
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