Claims Operations Analyst

Job summary: The Claims Operations Analyst role is primarily focused on supporting the Claims department across all classes of business from an operational perspective. Reporting to the Head of Claims Operations and Delegated Authority, the role has a wide scope and aims to support the development and delivery of the Chaucer Claims Service.

• Provision of support services for the Claims Department, including re engineering key processes.
• Management of Claims work streams for new Chaucer Group initiatives.
• Ensuring the accuracy of Claims Department Procedure manuals and process maps.
• Liaising with IT to ensure claims related IT projects and requests are on time and appropriate; managing system testing when required.
• Designing and implementing statistical and narrative claims reports, establishing performance measurement targets.
• General management of Coverholders and Third Party Administrators with Claims Authority, including loss funds/Vitesse and Claims Bordereau processing/mapping.
• Managing External Expert panels and exception requests.
• Managing the external Peer Review process.
• Producing key regulatory reporting such as Conduct Risk and SolvencyII.
• Managing outstanding Static and TBA claims records.
• High level organisation of external business partner contracts.
• Ad hoc projects supporting the claims department, including data entry and settlement processing where required.

• Provide guidance to customers on how to make or progress a claim.
• Supply appropriate information to customers on any claim being handled.
• Strive for prompt agreement on settlement terms and pay valid claims in a timely manner once settlement terms have been agreed.
• Promptly identify, record and refer customer complaints as appropriate.
• Ensure the principles of Treating Customers Fairly are upheld by Agents and Service Providers.

• Essential: strong numerical skills; advanced understanding of Microsoft Excel; experience in an operational role.
• Desirable: familiarity with both Lloyd's and Lirma claims processes; capability to use central market systems (e.g., ECF, IMR, DDM).

• Essential: educated to A level standard with some experience working for a Lloyd's syndicate and/or Lirma Company or equivalent.
• Desirable: some experience of the delegated authority/bordereaux process from either a claims or underwriting perspective.

• Excellent organisational skills.
• Ability to work as part of a team in a collaborative environment.
• Capacity to adapt to a pressured environment with ability to multitask.
• Self motivated and proactive.
• Excellent communication skills with the ability to liaise at all levels.
• Capable of working to a timetable.
• Demonstrated careful attention to detail.

Participate and undertake applicable professional, technical and career development training (internally and externally) to include attainment of associated qualifications where required. Ensure company, market and client related documentation is issued accurately and on time. Comply with external and internal regulatory and statutory policies, procedures and regulations. Operate as an effective team member by supporting colleagues and contributing to the delivery and achievement of overall team and business objectives. Liaise with relevant areas and groups within the business as appropriate. Undertake any other duties reasonably requested by the company, subject to periodic review and consultation.

We are an equal opportunity employer and welcome applications from all qualified individuals.