Claims Administrator
Kuala Lumpur
Department:Claims
Reports To:Assistant Claims Manager
1. Purpose
To work as a member of the Asia Claims team ensuring recording and administration of valid claims from first notification to final settlement, in accordance with the requirements of the Lloyds minimum standards & FCA regulations, or Labuan Financials Services Authority (LFSA) and MS Amlin core values.
2. Dimensions
No people management.
No budget responsibilities.
The role is key to supporting the claims department.
3. Key Result Areas/Responsibilities
A. Customer Service
Responsible for providing the most effective and efficient administrative support in terms of speed, customer care, quality control and cost. To work as part of the Asia Claims team ensuring service is delivered on time and to the highest standards, aiming to meet and exceed the expectations of both internal and external customers in all aspects of claims handling.
B. Organisation and prioritisation of work
Required to organise and control his/her work in an efficient manner, in accordance with the procedures and in conjunction with the claims standards and processes (global as well as local). To be able to prioritise work on a daily basis in line with the requirements of the Lloyds minimum standards and FCA Regulations, or Labuan Financials Services Authority (LFSA).
C. Compliance, Regulatory and Legal
Accountable for ensuring own knowledge meets current external regulatory requirements, i.e.: FCA, ICOB (Insurance Conduct of Business) and TCF (Treating Customers Fairly), or Labuan Financials Services Authority (LFSA)
D. Technical Knowledge
Whilst sustaining an up to date working knowledge in accordance with claim standards and processes (global and local), legal and regulatory requirements, the individual is required to maintain a good all round working claims knowledge to effectively manage claims arising from various product lines. In particular softer skills should include telephone manner and good communication.
E. Administration
All applicable administration and housekeeping duties in conjunction with administration various business applications and tools relevant and new claim process. Including filing, external correspondence, post, scanning and structure of files relating to claims should be processed and recorded in both an accurate and timely manner to ensure the meeting of the department’s business plan objectives and service standards.
F. Systems Work
To ensure all required correspondence is entered and recorded accurately and within set timescales onto required systems.
G. Reporting and Auditing
Responsible for assisting the Assistant Claims Manager and the rest of the team in reporting and auditing duties in accordance with service standards on a monthly basis, to include:
File management
Housekeeping files
Diary on files
H. Project Work Participation
To assist the Assistant Claims Manager and / or the Asia Claim team in project work from time to time to aid the achievement of the department’s business plan objectives.
I. Ad-hoc Duties
Required to attend meetings, and undertake any additional relevant duties as required to meet the needs of the Asia Claims department.
To provide support and assistance as required covering switchboard and reception.
To adhere to the divisional health and safety policy.
4. The Operating Environment and Context of the Job
A challenging administrative role within the claims department working under pressure to provide an effective and efficient claims service, maintaining the highest levels of customer care whilst ensuring Lloyds minimum standards, FCA or LFSA regulations and legal principles are adhered to as well as claims standards and processes (global and local). The emphasis on this role is to provide administrative support on all claims notified to the Asia Claims Team. Key challenges surrounding the role will be to ensure rigid timescales are adhered to and steps taken to ensure all valid claims are handled through the electronic process thus reducing the overall cost of the claim.
5. Key Competencies:
Work as part of a team and on own initiative
Ability to prioritise multi-task, work to strict deadlines and work well under pressure.
Strong communication and interpersonal skills
Influencing and negotiation skills
Investigatory skills
Be flexible and willing to assist
Relationship building
Excellent customer service skills
Professional approach with commercial awareness
Attention to detail
Be IT literate with fast, accurate data entry and processing skills
6. Key Interfaces:
Internal:Assistant Claims Managers and Managers, Claims Adjusters, Admin and Underwriters
External:Brokers and/or the Insured direct, Solicitors, Third Party Representatives
External Service Providers – Engineers, Repairers, Solicitors, Loss Adjusters, Investigators
N/A
