Claims and Technical Specialist

Job Description

Job closing date: true Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation. Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues. Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers. Job PurposeDevelop Claim processes so the customer and claimant experience continuously evolves in line with the Canada Life brand and ensuring the market leading Protection reputation is maintained. Ensuring claim processes and practices are reliably upheld across thedepartment and all assessors so that only valid claims are paid in accordance with the associated liabilities. What Youll Do• Technical assessment and guidance to others on complex high value claims, including appeals in accordance with policy terms and conditions, agreed philosophies and to ensure good customer outcomes and, support all areas of the Protection business line, bothinternally and externally as a key escalation point to assist the sales and retention of premium through resolution of technical enquiries. • Regular sampling of team members against agreed processes and philosophies to identify training opportunities. Developing high value training and coaching to continuously develop our assessors capability to assess claims fairly, in line with policy termsand conditions and in a manner that upholds the company reputation as a forward-thinking claims team. • Review, recommend and develop new claim practices that delight our customers and exceed expectations for Claim Assessment whilst ensuring controls align to our risk appetite for conduct, reputation and financial risk. • Constantly update knowledge in respect of competition market practices and legislation changes and working in collaboration with all Specialists in the Protection business, ensure our proposition remains market leading and that practices meet legal and regulatoryrequirement • Ensure all claim activity undertaken corresponds with Risk, Compliance and Legal guidelines and thorough audit trails reflect the highest levels of integrity required in a claims environment. Handle Personal Sensitive information in line with the companyprocedure and ensure the higher risks associated to medical information are carefully managed when liaising with the multiple parties involved in the claims process. Who You AreClaim assessment• Expert knowledge of insurance/protection products. Group and/or the health claims industry. • High degree of medical knowledge to establish validity of complex claims • Ability to challenge information with skill, care and appropriate conduct to ensure only valid claims are paid. • Highly capable in following company procedure and applying policy terms correctly. • Strong attention to detail so that all relevant facts are obtained to ensure fair and correct outcomes for every claim. Customer Service• Market knowledge so that processes can be developed to ensure we maintain market leading position. • Demonstrates outstanding Customer Service skills to manage complex claim scenarios where disputes are more likely to arise than claims of a clinical type. • Demonstrates outstanding Customer Service skills to help maintain strong individual and corporate protection business sales. • Uses all resources available to seek out the swiftest route to accurately verifying claims. • Strong telephone and written skills that demonstrate the desire to go the extra mile to meet all customer and stakeholder requirements. • Strives to improve processes for the benefit of customers, claimants and Canada Life. • Able to work self-sufficiently and manage multiple key tasks at the same time, with varying priority levels Regulatory, Risk, Conduct and Compliance• Regulatory knowledge so that processes are always fit for purpose. • Highly attuned to the Risk Culture. • High levels of awareness with regard handling personal sensitive information in a claim environment. • Demonstrates professionalism through own behaviours and actions. Company strategy and core values• Coaching and mentoring skills so that feedback continuously improves others assessment capability. • Mentor, coach and trainer of other teams and team members to promote development and cross skilling. • Shares knowledge with colleagues and demonstrates willingness to support broader business and strategic goals. • Responds positively to change through constructive commentary. Qualifications:• GR1 Preferable • Applicable licence held preferable Benefits of working at Canada LifeWe believe in recognising and rewarding our people, so we offer a competitive salary and benefits package thats regularly reviewed. As a Canada Life UK colleague, youll receive a competitive salary and comprehensive reward package including a generous pensionand bonus scheme, along with, income protection, private medical insurance and life assurance. We have a fantastic number of other benefits and support services as well as regular personal and professional development. How we work at Canada LifeOur culture is unique and incredibly important to us. We care about doing the right thing for our people, customers and community and helping others to build better futures. Our blueprint behaviours shape and influence how we work, and are central to the relationshipswe have with others. Every day we are encouraged to be more curious, own the outcome, face into things together and find a way forward. We want colleagues to have rewarding careers with us so we invest in the development of our people, technology and workplaces. Thats why we offer a range of training, flexible working and opportunities to grow and develop. Diversity and inclusionBuilding an inclusive workplace with a diverse workforce where everyone can feel they belong and achieve their potential regardless of gender, ethnicity or any other characteristic is a key commitment for us. We are proud of the progress were making in DEI,and we continue for it t