Senior Claims Officer

Purpose

To develop, manage, preserve and enhance claim services for allocated clients. To ensure overall core servicing standards are maintained so business is retained and developed.

Key Tasks & Duties

• Design and implement bespoke claim procedures for clients.
• Consider the clients claims handling requirements and the most efficient means of delivering that service, giving due consideration to the appointment of loss adjusters and Third Party Administrators.
• Issue Claims Handbooks documenting the agreed procedures.
• Agree, document, and implement Service Level Agreements with Insurers/Third Party Suppliers and to audit/monitor performance against them.
• Report any major or sensitive claims to the claims manager and CRM responsible and assist in the monitoring and management of those claims to conclusion. Involve Claims Consultancy on major or complex losses.
• Responsible for ensuring claims information is provided for renewal, liaising effectively with all stakeholders.
• Monitor all claims handling for allocated clients where claims are reported directly to insurers and where regular audits are required.
• Ensure that service standards are maintained by all stakeholders as well as Lockton.
• Support clients on Emergency line after working hours (rotation basis)

Officership Behaviours

Provide Excellence in Service to Our Clients, Our Markets, & Our Associates

• Takes personal responsibility for managing internal and external client relationships.
• Takes pride in and accountability for understanding and exceeding client expectations.
• Focuses on adding value.
• Delivers what the client expects, knows what they desire, and impresses them by delivering the unexpected.
• Written and verbal communication is clear and concise.

Provide commitment to the development of ourselves & our associates

• Attend in house classes and workshops for continuing development.
• Attend training programs, conferences or courses to improve present job skills.
• Complete all mandatory training within agreed timescales.
• Take responsibility for own career and development.
• Treat all associates with dignity, fairness and respect.
• Represents Lockton well within the community.

Be committed to enabling financial success

• Promotes growth through excellence in service provided
• Identifies and promotes cross selling opportunities
• Works with clients, markets & associates to ensure cash management is within agreed standards and targets

Drive service excellence, efficiency, & productivity through effective business operational processes

• Demonstrates flexibility to change
• Identifies improvement opportunities
• Ensures quality is evidenced
• Ensures compliance with relevant legal and regulatory requirements through following
• Lockton policies and procedures
• Maintains specialised knowledge in order to provide maximum value to the client

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