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

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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