Job Description

• To carry out desktop investigations.


• To complete Investigative Telephone Interviews (COI)

Responsibilities

• Complete appointments within SLA having completed pre visit enquiries.


• To investigate loss and / or damage claims in detail using all sources available and providing advice and assistance to policyholders and managing their expectations.


• Ensuring that all files are maintained in line with company policy using the appropriate Crawford standard documents. Electronic record and paper files are to be replicated.


• Validate policy cover in relation to the loss or damage. Advise policyholders and principals in relation to policy indemnity, legal liability and quantum.


• Providing regular updates to Technicians, Insurers and Branches in accordance with internal processes and client service standards.


• MI reporting.


• Maintain awareness of Business Continuity programme and role within it.


• Able to demonstrate knowledge and/or awareness of FSA procedures and the TCF initiative.


• Actively seek to develop oneself and take responsibility for your own training and development.

Qualifications



Essential:

• Manage a caseload from various principles within client specific SLA's.


• To achieve financial targets and provide support to other members of the team in assisting them in achieving their targets and where required provide them with additional support in achieving SLA's.


• Ensures all activities and decisions improve the service provided for clients.


• Builds trust and respect by keeping commitments made.


• Can convey message across in one to one situations in a way which is understood.


• Builds and maintains positive relationships within the team.


• Seeks feedback and invests time in their own self development both technically and behaviourally.


• Self motivated.


• Strong organisational and planning skills.


• Excellent technical and investigation skills.


• Proven ability to meet deadlines.


• Progress towards relevant professional qualification.


• Accurate record keeping.


• Completion of tasks within SLA.


• Ability to utilise technical skills to complete workload.


• Technical competency to be demonstrated.


• Audit and quality checks.


• Quality of reports.

Desirable:

• Assisting colleagues when required.


• Reactive - responding to daily workloads as dictated by Customer requirements.


• Proactive - helping to enhance customer service, quality and ensure targets are met.


• Ability to work as an individual and as part of a team.


• Excellent customer service and communication skills.


• A positive attitude and a proactive approach to solving problems.


• Able to co-ordinate a variety of actions concurrently.


• Excellent organisational skills.


• Team player.


• Quality focused - providing quality, value added service.


• Manage a caseload from various principles within client specific SLA's.


• To achieve financial targets and provide support to other members of the team in assisting them in achieving their targets and where required provide them with additional support in achieving SLA's.