Claims Operations Executive - Carphone Warehouse

Description

Purpose of Role:
The purpose if the Lifeline Claims and Compliance Executive is to ensure that best practice is followed with respect to the handling and fulfillment of claims in both the retail and customer service teams, focusing on the reduction in Insurance claims costs whilst delivering excellent service to our customers.

Key Responsibilities:
· Analysis of claims data· Identification of opportunities to improve system functionality and business processes to improve the customer experience
· Identifying drivers of claims and developing tactics to reduce claims volumes including the behaviour's and techniques used by the sales teams
· Identify training and development needs claims handling teams and liase with the training manager to develop appropriate training material
· Working in conjunction with the Fraud and Loss Prevention teams to investigate and pull together cases against both internal and external fraudulent activities within the insurance arena
· Develop the Insurance Upgrades process to encourage use across channels
· Reporting on project progress to UK insurance management team on regular basis and ensuring that key issues are highlighted
· Ensure that with respect to claims handling our activities are compliant with FSA regulation
· Manage the administration of the Home Office Claims database internally and manage relationship with AFS with respect to the development of the functionality
· Working in conjunction with the Insurance Claims and Refund Administration manager to ensure that the High Risk Customer Database is managed appropriately and that agency rules are used to target areas of concern

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