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Responsibilities

• Ensuring that claims process outcomes for a defined portfolio of clients meet or exceed expectation through;

• Monitoring Key Client Outcome performance and taking appropriate action as required, to deliver pre-defined service standards

• Responsible for a high profile portfolio of clients/claims, proactively progressing client's claims from first advice to final settlement

• Collect information and documentation and assess legal liability of claims.

• Adhering to legal deadlines

• Assessment of quantum and negotiation of settlement.

• Ensure prompt payment of claims within compliance requirements.

• Resolve complex technical queries and problems, managing client expectations throughout the claims process.

• Attendance and active involvement/involvement (may be required to chair), at Client meetings where required

• Quality checking of client / carrier communication from claims handlers, prior to release by WTW, as appropriate

• Ad hoc technical & service support to the claims handler and client

• Quality Assurance review of claims handling and / or calibration of Quality Assurance programmes – Active participation, feedback and calibration of audit process

• Understand the client’s business and their requirements (operational and other)

• Maintain awareness of accounts, market developments, claims specific changes together with an understanding of the Key Client Outcomes and Service Delivery Targets within the BU

• Contribution to a continual improvement culture

• Provide input to and reference the Willis Quality Index, as appropriate and required

• Key contact responsibility for high profile/technically complex clients requiring a strong relationship.

• Communication with Client on claims, technical advice and query management and service delivery

Qualifications:

• Preferably ACII qualified or working towards the ACII qualification

• Preferably educated to A level standard or relevant industry experience

Skills

• Understanding Others

• Achievement Orientation

• Organisation and Prioritisations

• Knowledge and experience

• Understanding of specialist protocols

• Excellent written and verbal communication skills.

• Organised and is able to work on own initiative

Knowledge/Experience:

• Process Management

• Query Management

• Compliance Management

WTW is an Equal Opportunity Employer