Senior Associate

Job Description:

• Manage own portfolio of cases within personal authority limit to ensure that -key performance measures and targets are met in accordance with personal delegated handling authority, referring cases to the relevant senior members of the team where appropriate.
• Handle claims queries in relation to policy cover, claim status, policy exclusions and excesses, ensuring more complex cases are referred to a Team Leader.
• Handle telephone enquiries from clients regarding their case, assessing the merits of their case and settling them in line with policy cover and legal liability.
• Build a positive relationship with each client and help them manage their expectations to deliver the appropriate outcome.
• Establish contact with the customer/suppliers and relevant establishments to collect all the relevant information to support timely decision making on liability and quantum, ensuring that all contact is professional.
• Ensure accuracy in all aspects of claims handling including valuing PI claims, negotiating costs, using OIC, MOJ Portal, adhering to CPR and legislation.
• Arrange and monitor provision of hire vehicles to the client, negotiate to control costs whilst adhering to deadlines and time constraints.
• Monitor receipt of engineer’s reports and payments regarding the same.
• Negotiate effectively with Third Party Insurers to ensure a fair settlement is achieved for the client and the company.
• Using the appropriate medium, negotiate a fair and reasonable settlement of the claim to the satisfaction of all parties.
• Ensure that claims handling processes are consistently applied in line with Best Practice within own areas of responsibility.
• Identify opportunities to improve operating efficiency or effectiveness within the claims handling process to minimise the cost of claims handling and to optimise customer and colleague service.

Qualifications:

• Ability to analyse information and draw out relevant facts.
• Good communication skills and able to converse with customers and peers in a friendly, cheerful, empathetic, and helpful manner.
• Ability to work in a fast-paced environment.
• Basic understanding of Human anatomy
• Attention to detail and accuracy.
• Time management and organisation skills.
• Demonstrable knowledge and competence of handling motor claims and Third-Party claims handling.
• Ability to develop and maintain a thorough understanding of all Personal Injury processes and claims handling techniques.
• Proven ability to work under pressure to achieve challenging claims handling performance targets.
• Ability to negotiate settlement of liability with Customers, often in circumstances where the issues are emotive to the Customer.
• Ability to negotiate settlement of Personal Injury Claims with At Fault insurer, Third Party.
• Knowledge of common law and legislation governing Motor Insurance and the principles applying to injury and damage quantum assessment.
• Knowledge of litigation procedures with the MOJ, OIC and Civil Procedure Rules processes.
• Experience of demonstrating effective teamworking within a commercial environment.
• Cooperative and flexible approach.
• Ability to identify where problems may arise and adopt a solutions-focused approach.
• Demonstrate effective communication and good interpersonal skills.
• IT literate.
• Commitment to own personal development