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Company Info

Company Profile

First Response Claims Handler

Posted by on 04.25.2015
Job ID: 714406
Location: Manchester, Lancashire, United Kingdom
Job Category: Call Centre / CustomerService
Salary: Annual
Job Views: 3478
Post Code:
Employment Type: Permanent
Posted: 04.25.2015

Job Description

Excellent opportunity for a bright, outgoing graduate ( or equivalent) ideally with some legal or claims experience.

Working as part of a successful team excellent opportunities for progression

Responsible for handling receipt of incoming new instructions from instructing principals ensuring an immediate response and acknowledgement for the client.

To capture necessary information relating to the claim, ensuring complete and accurate description of accident circumstances, details of involved parties and all other relevant details of the claim.

To assess the claim against information received in order to ascertain liability and make decisions to accept the new claim based on that assessment.

To ensure comprehensive explanation of the personal injury claims handling process and full client understanding of the process, funding, their obligations and role of fee earners.

To achieve successful client sign up (conversion), including issuing and return of completed and signed client agreements and confirmed legal expenses insurance provision and funding.

To progress the initial stages of an accepted new claim in order to ensure required actions are taken on day one including validation checks, arrangement of suppliers and instruction of medical experts, rehabilitation and engineers where appropriate.

6. Main Responsibilities:

  • Answer incoming telephone calls promptly and deal with all incoming electronic instructions within required service levels.
  • Process & interpret information relating to the incident and input accurately into IT systems.
  • Assess claim details and decide whether to accept the claim against agreed risk criteria
  • Explain the personal injury claims and funding processes and sell the benefits.
  • Answer and resolve any legal / insurance related technical questions from clients.
  • Issue client terms and conditions agreement documentation and ensure timely return of client signed agreement.
  • Identify opportunities to provide other services to the client relating to the claim for uninsured losses and vehicle management requirements.
  • Arrange instruction of appropriate suppliers depending on circumstances of the claim.
  • Sell the benefits of the Legal service and explain benefits to the clients.
  • Monitor the progress of new instructions and proactively chase for return of necessary information.
  • Expeditiously saving returned documentation and correspondence to file, naming them appropriately and notifying the file handler immediately by email that the documents have been received
  • Recording instructions and communications relating to the file on the case management system in order to retain a full audit trail.

7. Other Responsibilities:

  • Support administrative requirements of fee earning teams as necessary.
  • Undertake customer service feedback assessments with clients on a regular basis.
  • Act as support for central client support teams as determined by business priorities supporting other areas of the company when required.
  • In addition the job holder is required to perform other responsibilities assigned by the management as requested.

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