Claims & Complaints Controller

Reed Insurance
Dormans Park
14 Apr 2018
25 Apr 2018
Contract Type
Full Time
A very rare, exciting opportunity has arisen for a brand new position as a Claims and Compliance Controller based in East Grinstead.

The purpose of the role is to assist the Compliance Officer in the management and oversight of the claim service operated by the Club, with specific responsibility for managing the outsourced claims service provided by Devitt. This includes taking ownership of Action Plans aimed at limiting/mitigating claims costs. In addition the jobholder is expected to assist the Compliance Officer in dealing with complaints related to the products marketed by the Insurance and Financial Services Team. There is also a requirement to assist the Compliance Officer with the Compliance Monitoring program as and when required.

Key Activities:
- Manage the Club’s claims contract with Devitt, ensuring that there is no contract leakage and contractual risk is sufficiently managed
- Ensure effective management and oversight of the claims outsourced processes and services in alignment with the claims procedures approved by the Club
- Working with the Devitt team to support governance requirements; ensuring that the referral process is adhered to
- Be the primary escalation point for complex claims complaints for the Insurance Team and the Club’s onsite liability claims/queries
- Collate and analyse the claim services management information, escalating any concerning trends, issues and issues appropriate to the Compliance Officer. And managing associated Action Plans.
- Ensure management reporting produced by Devitt is accurate, timely and fit for purpose
- Coordinate and deliver central reporting of claims service and financial performance
- Identify opportunities to improve service provision and service reporting for claims
- Manage service performance and ensure agreed service levels are met
- Review service levels regularly and support the Compliance Officer with the annual review of the contract
- Input appropriate claims information, trends and action plans to Operational Boards

Required Experience
- Intellectually agile with a thorough understanding of the Claims function.
- Experience of analysis of performance MI across claims suppliers
- Experience of complaints handling, in particular those related to claims
- Experience in managing relationships, in particular claims outsourced arrangements
- Able to develop and maintain positive working relationships at all levels and in all areas of the business and with external outsourced partners
- Excellent verbal and written communication skills
- Motivated self-starter who can work with minimal supervision
- IT literate, with good keyboard skills
- Ability to think strategically and understand how business workflows impact on one another
- Previous experience of working in a technical role
- Enthusiastic and passionate
- Ability to respond to and adapt to changing demands

Personal Attributes:
- Ability to communicate at all levels both within the business and with customers
- Passion, commitment and enthusiasm in delivering requirements
- Proactive approach to personal development
- Attention to detail
- Self-Starter

Reed Specialist Recruitment Limited is an employment agency and employment business

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