Indemnity and Complaints Administrator

Descrizione del lavoro:

Who are we?

Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.

People join Howden for many different reasons, but they stay for the same one: our culture. It's what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities - work / life balance, career progression, sustainability, volunteering - you'll find like-minded people driving change at Howden.

Monitor the indemnity referral mailboxes and ensure necessary evidence is collated and analysed. Ensure indemnity decisions are delivered appropriately, and within agreed SLA's.

Assist in monitoring and actioning the complaints mailbox.

Acknowledge complaints when necessary, in line with procedures and regulatory timescales for both UW & Claims.

Ad hoc duties as required, supporting Validations Team and Underwriting.

Main Responsibilities:
* Provide support to both indemnity referrals and complaints
* Be responsible for initiating investigation into indemnity referrals and their resolution.
* Ensure that responses are chased and decisions delivered within agreed SLA's
* Develop understanding to required standards across all tasks in particular - Complaints, Indemnities, Voids & Cancellations
* Ensure all complaints are acknowledged effectively and within regulatory timescales
* Ensure data for both indemnity referrals and complaints is recorded correctly
* Ensure all required online and CPD training is completed as required by the business
* Participate in ad hoc duties as required to effectively maintain the smooth running of the department.

Skills and Experience:

* Proven experience of Motor Underwriting
* Some claims and/or complaints experience beneficial
* Able to prioritise workloads effectively and work to regulatory deadlines
* Ability to assimilate procedural issues and recommend implementing changes
* Able to make timely and accurate decisions
* Good understanding of FCA regulations
* Good organisation and time management skills
* Good listening skills
* Ability to communicate well at all levels both verbally and in writing
* Able to work under pressure and make correct indemnity decisions within product criteria
* Awareness of market changes and influences that could affect the business

Personal Qualities:

* Computer literate
* Good numeric and analytical skills
* Strong organisational skills
* Approachable
* Flexible
* Team Player
* Self motivated
* Positive attitude
* Always acts in a professional manor
* Ability to work under pressure
* Good communication skills both written and oral

What do we offer in return?

A career that you define. At Howden, we value diversity - there is no one Howden type. Instead, we're looking for individuals who share the same values as us:
* Our successes have all come from someone brave enough to try something new
* We support each other in the small everyday moments and the bigger challenges
* We are determined to make a positive difference at work and beyond

Reasonable adjustments

We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.

If you're excited by this role but have some doubts about whether it's the right fit for you, send us your application - if your profile fits the role's criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.

*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.
Permanent