Insurance Team Leader

Job Description

Here at IMG we are pleased to announce that we are looking for a Travel Claims Team Leaderworking Remotely or Hybrid on a permanent contract working 37.5 hours a week including some evenings with a competitive salary of £29,000 - £33,000 (Depending onExperience). The Travel Claims Team Leader works with, and oversees, our team of remote and office - based Travel Claims Handlers, who work alongside our 24-hour emergency assistance teams, providing assessment of reimbursement claims, effectively planning,managing, prioritizing and communicating their own workload and those of the Travel Claims team contributing to the successful delivery of the claims and customer service.As one of the worlds top International Medical Insurance companies, IMG helps individuals and companies of all sizes. Every second of every day, vacationers, those working or living abroad for short or extended periods, people traveling frequently betweencountries, and those who maintain multiple countries of residence use our products to give themselves global peace of mind®. This is a great opportunity for anyone who is looking to kick-start a career in the insurance industry or if you just want to expand on current experience. Youll be joining a network of some of the most experienced, innovative and dedicated people in the country- the opportunities to learn new skills and develop in your career and grow. Our mission is to help you realise your potential. Whether you want to kick start or restart your career, IMG is the right place to do just that.What does a day in the life of a Travel Claims Team Leader look like:

• Lead and develop a team of Travel Claim Handlers to deliver a high-quality claims service at all times, monitoring individual performance, identifying training needs, providing coaching & guidance and managing any issues.
• Provide practical and technical support to the team on a daily basis with claims handling.
• Carry out regular documented formal and informal appraisal and one to one interaction to maintain a motivational and productive working environment within the team.
• Monitor daily workloads and manage resources to ensure departmental and agreed service standards are achieved.
• Review and monitor work performance continually against agreed KPIs and SLAs.
• Review all decline referrals before they are sent to insurers, subject to contract.
• Review all high value claim referrals, client specific, to ensure coverage accuracy and quality of communication.
• Handle all legal expenses, personal liability and personal accident claims from the outset, referring to the relevant insurers (and / or their appointed solicitors) until completion.
• Escalate any unresolved departmental queries or claims.
• Ensure that the departments standards and quality objectives are maintained.
• Ensure close co-operation and efficient communication within the department and across the business.
• Keep up to date with business knowledge and all aspects of service requirements to ensure clients receive the best possible support and information.
• Take responsibility for ensuring compliance to departmental and company policies both personally and by direct reports.
• Represent the client and the company in a professional manner at all times.
• To take calls from customers in relation to initial and/or ongoing claims, general scheme queries and to give benefit explanations where required.
• When required, answer incoming calls promptly and within SLAs, providing the highest level of customer service at all times.
• Responsible for managing own workload and any outstanding actions and overall productivity of the claims team.
• Adhere to all internal processes and procedures at all times.
• Pro-actively communicating with all parties providing relevant information to: Our Clients, Customers, Any other teams / departments in-house that may be affected.
• Escalating any complaints to the customer relations / services team within the timeframes set by the Financial Conduct Authority (FCA).
• Carrying out quality checks for the team: Claim file audits to identify quality levels and training needs, Telephone call audits to identify quality levels and training needs, Providing audit results and feedback and working with the Travel Claims Handlersto improve and maintain high quality at all times.
• Providing feedback and assisting in the development of standard operating procedures and protocols.
• Oversee and / or support training for the team on an individual and team level.
• Further tasks deemed appropriate by your line manager and/or the Management Team.
• Adhere to all company policies and lead by example to the rest of the team.
• Adhere to all regulatory requirements, as set by the FCA and any other regulatory bodies.

What We`re Looking for:

Previous insurance experience or similar (Required).

Insurance Claims (advantageous).

Ability to develop, implement and assess performance metrics. •

Ability to inspire, on both an individual and team level, to ensure the continued enhancement of the team and its success.

PC skills with a good knowledge of Microsoft packages, with working knowledge of MS Excel, Word and PowerPoint.

A high degree of accuracy and attention to detail with excellent numerical skills.

The ability to work well both independently and as part of a team.

The ability to follow processes and efficiently collect data in a friendly and professional manner.

Excellent written and verbal communication skills, as all correspondence is remote, and a large number of our insured are not English mother-tongue.

The ability to use those communications skills to train individuals, or teams internally.

A calm, diplomatic, open and professional approach, with the ability to handle enquiries from all parties, VIPs, insured personnel and underwriters alike.

1 to 2 years experience in a similar role.

Strong work ethic and the initiative and ability to work independently or in a team environment.

Attention to detail and good listening skills.

Can follow complex instructions.Good interpersonal and customer service skills (both written and...