Role description

• Contribute to design of account specific instructions for claim handling
• Basic training to ensure client understands claims process and any specific instructions
• Post delivery internal review on lessons learned, colleague feedback and development
• Attend client meetings supporting pre-placement and renewal planning
• Facilitate claim event reporting with frequency and information required by clients or LOB
• Prepare and run operational client meetings, regular client contact regarding on-going claims
• Face-to-face meetings with clients when an incident occurs
• Identify revenue opportunities
• Track plan experience, resulting in loss ratio analysis
• Analyze incurred & paid claims
• Receive incident / event / enquiry
• Register new claims / enquiry and document management
• Verify validity of claim / event to policy (or policies) or plan coverage documentation and rules
• Investigate claims
• Assess coverage
• Gather information on incidents / claims events needed for assessment
• Advice on adjusters, lawyers or other experts
• Receive lawsuits and court rulings
• Advice on the procedural strategy and provide information throughout the entire judicial process
• Follow-up claims with adjusters, lawyers and other experts
• Notify / instruct carriers
• Manage negotiation process from beginning to agreement settlement or resolution
• Provide clear and timely information regarding claim to clients
• Create and share relevant documentation with clients
• Proactively help with obtaining prompt and fair settlement from carriers / clients
• Update claims and document management
• Provide SPOE (second pair of eyes) where requested
• Ensure any Claim Service Level Agreement checks are completed

Requirements

• Preferably Bachelor’s degree, or relevant industry experience
• Knowledge of legislation that affects the brokerage activity (Example: GPDR, Insurance contract Law, Insurance brokerage law)
• Knowledge or experience in some subject
• Strong Spanish and English language communications skills required (written and spoken)
• Advanced management in Microsoft Office

Attributes

• Customer & Service oriented
• High degree of analytical thinking, problem solver
• Acting as quality gate, ensuring high service quality
• Experience in building and maintaining relationships
• Strong business sense, commercial
• Good communication and networking skills
• Ability to explain complex issues
• Providing guidance, sparring and support to other team members
• Innovative, creative and focused on details/delivery
• Communicative, empathetic, good listener, organized, problem solver, manage ambiguity, ability to prioritize
• Proactive, agile, results focused, team worker