Total Loss Handler

We are currently looking for a passionate and motivated individual to join us in the role of Total Loss Handler; this is an exciting opportunity for someone looking to develop a career in the insurance industry. To be successful you will need the drive required to meet and exceed customer expectations, build internal and external relationships and deliver service excellence. The ideal candidate will come from an insurance background with total loss and accidental damage handling experience.

Basic Purpose and Function

To proactively pursue economic, early resolution of all claims. To reduce average claim life wherever possible and minimise claims spend for WNS clients
To challenge current work procedures and recommend process improvement or development
To act as a point of contact for the client
To deliver excellent customer service for and on behalf of our clients

Key Tasks

To manage a live client caseload of at least 125 incidents per handler
To achieve average elapsed time for open claims of 8 weeks or less
To maintain post and diary within agreed internal Key Performance Indicator (KPI) of 3 working days
To ensure 90% incoming telephone calls are answered within 10 seconds and adhere to the agreed internal KPI of no more than 3% lost calls
To ensure all customer complaints are acknowledged within 24 hours and resolved within 5 days
To ensure telephone call backs are dealt with on due date
To achieve minimum of 90% KPI on quality audits
Ensuring that accurate reserves are placed on all cases so that our clients have reliable MI with which to measure their potential exposure

Qualifications, Knowledge and Experience

Essential

Competent in all areas of Total Loss procedures
Possess an understanding of Client Service Level Agreements (SLA’s)
Understanding of reserving and its importance
Possess excellent telephone techniques
Identify and understand client requirements
Possess excellent data accuracy skills
Acknowledge appropriate escalation levels and when to use them
Negotiation to settlement of Total Loss claims
Dealing with theft and vandalism claims
Dealing with valuation disputes
Dealing with customer complaints and queries
Knowledge of areas of damage and vehicle types

Functional/Technical Skills

MS Office – (Basic level)
Excellent Telephone Techniques

Generic Competencies

Communication
Results Focus
Client Focus
Developing Self and Others
Problem Solving
Quality Focus
Commercial Awareness
Systems of Work
Handling Systems

Specific Competencies

Fraud
Liability
Litigation
Quantum
Regulation / Legislation
Reserving