Technical Team Assistant - Motor Insurance

Business Area

Head Office, Longacre Claims

Reference

HO02809

Salary

Contract Type

Full Time

Locations

Tunbridge Wells

Closing Date

28-02-2020

Company description

Role: Technical Team Assistant - Motor Insurance

Location: Tunbridge Wells

Salary: Competitive

Contract: Full time, Permanent

 

This is the job

To ensure continuous development of team members in order to maintain market leading cost control and world class customer service across the team.

The role holder will be responsible for inducting new team members, quality audits for the team, audit feedback, audit reporting and for providing training on any needs identified.

The role holder will also be the technical point of referral for team members and will also manage a small complex portfolio of claims within their designated area.

What will I be doing?

  • Providing quality customer service, including managing a small portfolio, answering customer enquiries, and effectively handling customer complaints
  • Assisting with the management of incoming call volumes for the team
  • Responsible for new team member training
  • Review payments for authorisation within set financial boundaries, rejecting when necessary and ensuring team complete their authorisations within target
  • Audits claims and calls for the FNOL department, provides constructive one to one feedback, and records results
  • Supports team leader and performs management duties when team leader is absent or out of office
  • Answers team member technical questions on claims process and system issues
  • Provides feedback on the team audit performance and coaching plans
  • Floorwalker
  • Ability to take on increased ownership and responsibility when necessary
  • Ensures Data Protection Act is adhered to within team’s work and also clear desk policy is enforced.
  • Thorough understanding of;
    • Road Traffic Act
    • Subrogation
    • Indemnity
    • Liability
    • Claimant Litigation Process
    • Complaints Process
    • Data Protection Act
    • Principles of Insurance

What do I need?

  • Strategic Thinker: Formulates objectives and priorities, and implements plans consistent with the long-term interest of the organization
  • Organisation: Able to prioritise work to achieve targets and objectives in a busy and demanding environment.
  • Excellent communication skills: Makes clear and convincing oral presentations. Listens effectively; clarifies information as needed. Writes in a clear, concise, organised, and convincing manner for the intended audience.
  • Influencing / Negotiating: Persuades others; builds consensus through give and take; gains cooperation from others to obtain information and accomplish goals
  • Knowledge & Experience required:
  • Ideally 12 – 18 months’ experience working in a motor claims team for an insurer, especially in first notification of loss.
  • Proven track record of working to the highest standard and knowledge of all working practices
  • Good spoken and written communication skills
  • Accuracy and attention to detail
  • Positive and self-confident approach when dealing with our customers.
  • Ability to utilise qualities such as empathy, tact, assertiveness and diplomacy when talking to our customer understanding that our customer could be distraught and concerned following an incident.
  • Ability to work well under pressure and meet deadlines
  • PC literate with good administrative skills.
  • Ability to take on increased ownership and responsibility when necessary
  • Ensures Data Protection Act is adhered to within team’s work and also clear desk policy is enforced.

Additional Information

What else is expected of me?

Good conduct matters at the AA.  It's very important that you act with honesty & integrity, are respectful of others and have a consistent desire to do the right thing.  Everyone at the AA lives these behaviours, so we are all able to support the delivery of good outcomes for our customers.