Large Loss Personal Claim Consultant (Essex and South East)

Description:

At Lloyds Banking Group, we understand that a customer’s house is not just bricks and mortar, it's where they live and their belongings are kept safe – it’s their home. 

The role of a field-based personal claims consultant is there to deliver outstanding claims management and customer experience across a range of interactive processes, systems and formats, in line with our Claims Strategy and Customer Purpose. 

This role will predominately cover Essex and London. Therefore the successful candidate will need to be based within this area as regular travel to visit customers in these locations is a crucial element of the role. On occasion Nationwide travel will also be required.

As this is a home-based role, it would also be desirable if you have had previous experience of home working. 

Do you have these skills?

Crucial

 * 

Full and current driving licence.

 * 

Excellent communication skills

 * 

Insurance claims qualification – CII/CILA

 * 

Capability to handle and deliver solutions on a portfolio of complex losses with claim values in excess of £50,000, including escape of oil claims and High Net Worth customers.

 * 

5 years customer facing claims experience

 * 

Detailed knowledge and understanding of insurance policies and application 

of

 claim handling philosophies

 * 

Have a knowledge of, and be able to accurately interpret Insurance contracts, Principles and practice of insurance as defined by The Chartered Institute of Loss Adjusters, FSA requirements, fraud indicators and potential for recovery, contribution and salvage securing the appropriate evidence, Law of contract, statute and common law, Law of Tort and bailment, building construction techniques and common causes of failure and repair

 * 

Deliver accurate technical, policy decisions and claims settlement, including declinature of claims, with compassion over a range of media, including face-to-face, telephone, digital/virtual channels

 * 

Dependent on customer or claim requirements, be able to successfully connect with customers in appropriate format (verbal/written)

 * 

Specialist in identification, evaluation and support of vulnerable customers, including action-planning and implementation of tailored claims settlement solutions that c

ater

 for individual customer needs

 * 

Demonstrate a high degree of personal organisation (planning/time management/file management), and competent and proactive oversight of a caseload of customer claims, including in times of surge/peak activity (high claims volumes)

 Desirable

 * 

Experience of Home working.

 * 

Successful record of self-development

 What we want you to do!

 * 

Interact with customers making insurance claims across a variety of media (face-to-face, telephone, virtual/digital, written) and settle claims correctly whilst enhancing the brand.

 * 

Effectively take care of insurance claims in line with technical, policy and claims philosophy.

 * 

Find opportunities to improve the insured risk and identification of potential fraud.

 * 

Negotiate the correct claim cost settlement with the customer or their representatives to include the use of LBG preferred suppliers, customer choice suppliers and cash.

 * 

Build and sustain effe

ctive 

Supplier liaison/relationships.

 * 

Risk evaluation/ management including Health and Safety on site risk assessment.

 * 

Handle customer expectation optimally in relation to their claim to reduce/eliminate complaints and optimise service delivery.

 * 

Undertake an effective investigation and validate Buildings, Contents and Alternative accommodation claims.

 * 

Share knowledge and experience with colleagues to aid development of others including mentoring and developing trainee PCCs.

 * 

Where required, undertake an effective site visit and validate:

 * 

Circumstances and cause of the loss

 * 

Moral and physical risks

 * 

Liability, (including insurable interest)

 * 

Scope and quantum of the claim

 * 

Identify any potential fraud/recovery and secure evidence

 * 

Understand and apply complaint handling requirements in line with LBG criteria.

 * 

Support surge activities either by leading claim visits in surge location or servicing 

existing

 customers within hub.

 * 

Take ownership for identification of strengths and weaknesses with Line Manager. Agree a timetable for self-development.

 * 

Demonstrate excellent knowledge of building construction techniques and common causes of building failure/defects and the repairs required.

Your Benefits

Our colleague reward package can be tailored to suit your lifestylex. You’ll benefit from a wide selection of options that fit your individual needs including a host of flexible benefits from private healthcare, colleague share schemes, pension schemes to buying or selling your holiday allowance.

If building a phenomenal team with an inclusive environment where customers, colleagues and communities are appreciated every single day is as important to you as it is to us – you can help us build a bank of the future by applying today.

The diversity of experience amongst our colleagues makes our workplace outstanding. We recognise that everyone is 

different,

 and we value the unique differences that each of our colleagues brings to work every day which is why together, we'll help Britain prosper and become the Best Bank for Customers. As part of Lloyds Banking Group we’re proud of the culture we’re building.

Apply today to an organisation that values your contribution and empowers you to make a difference.

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace wher

e all of our

 colleagues have the opportunity to make a real difference.

Together we make it possible!