The Role

Operational Delivery – Client Responsibility

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
• Providing guidance at First Notification of Loss to colleagues responsible for claims processing
• Quality checking of client / carrier communication from processing colleagues, prior to release by WTW, as appropriate
• Ad hoc technical & service support to processing colleagues and client
• Supporting processing colleagues in conjunction with Claims Advocates, to produce accurate and updated renewal information for the Sales team and bespoke reporting / projects for the client as required. 
• Where appropriate, provide input on corrective action required to meet or exceed client expectation
• Monitoring underwriter / reinsurer / service provider performance and taking appropriate action as required, to deliver pre-defined service standards (including but not limited to Uncorrelated Cash and Bureau debt)
• Building constructive client and 3rd party relationships, under the guidance of Senior Claims Handler / Claims Manager / Claims Advocate (including but not limited to client / carrier relationship meetings)
• 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

Operational Delivery – Claims Handling Responsibility

Accountable for the servicing of an allocated portfolio of moderate complexity claims, to meet or exceed client expectation through;

• Notification to insurers / reinsurers on receipt of a new claim advice, responding where required and providing advice to clients, as appropriate – working with processing colleagues in delivery
• Manage and resolve client / carrier / internal day-to-day queries seeking assistance as required and from Senior Claims Handlers / Claims Manager / Claim Advocates
• Work with the Claims Managers to ensure timely delivery of Key Client Outcomes
• Work with external parties to include Loss Adjusters, Surveyors and Solicitors to ensure timely delivery of Key Client Outcomes
• Communicate effectively with brokers / advocates to ensure that they chase up market related issues and outstanding broking without delay
• Drive forward claims settlements with insurers / reinsurers, based on technical and market knowledge
• Support Sales team in conjunction with Claims Advocates by producing accurate and updated renewal information
• Ensure the secure, efficient and auditable handling of client monies
• Ensure that all Financial aspects (including but not limited to Uncorrelated Cash and Bureau debt) are managed and where possible pre-emptive action is taken at an appropriate level to avoid such issues occurring
• Manage process of client service delivery, adhering to standardised Group policies and procedures and to agreed service standards
• Ensure adherence to standardised Group policies and procedures, including all WEM and other regulatory requirements

Other

• Take reasonable steps to support management and the Company in the management of the business risks applicable to area of employment, as set out in the BU risk register.

The above list is intended to be as accurate a reflection of the role as possible. However, it may be revised from time to time if different tasks commensurate with the role or level of responsibility are needed to be performed and/or when circumstances change.


 

The Requirements

• GCSEs English and Mathematics
• Preferably working towards the CII qualification
• Preferably educated to A level standard or relevant industry experience

Skills

 

• Good communication skills  
• Attention to detail 
• Ability to organise and prioritise
• Ability to work in a team and autonomously; and general willingness to learn and grow both yourself and others
• Ability to build strong working relationships 
• Good time management skills

Knowledge/Experience

• Working with established processes
• Industry Compliance Awareness

Required Mindset And Behaviours

• Willis Towers Watson Values and Behaviours will underpin all roles and will guide performance criteria

At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity

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