About This Role

Summary of the role

To make fair, correct, efficient decisions whilst hitting our targets.
To effectively assess claims in at least one or more of the following areas, depending on the business need:

• Income Protection & Waiver of Premium
• Critical Illness
• Permanent Total Disability
• Death claims

What you'll be doing

• To make admittance and medical decisions and make recommendations within admittance authority for declines / terminations / mis-representation.
• To proactively manage a nominated portfolio of claims.
• Liaise with claimant(s) throughout the claims process and thoroughly investigate all claims, requesting and using appropriate medical and other evidence to assess the claim proactively within the agreed service standards
• To make recommendations to develop innovatively the Company's claim philosophy and protocols.
• To provide authoritative technical support to the Risk Claims administration teams.
• Meet service delivery measures of agreed service levels and elapse times.
• Undertake projects, sponsored by the Risk Claims Manager, to develop the effectiveness of the Company's claims management and improve its standing in the eyes of key stakeholders.
• Carry out technical audits and review technical competencies, providing feedback and coaching to ensure claims are managed in accordance with the Company's claims philosophy and protocols and that claims assessors are maintaining appropriate levels of technical competence and safeguarding the company's relationship with Aviva and our reinsurers.
• Meet Technical and Quality Audit targets.

What we're looking for

• Experience of using the following systems: BaNCS, GAS, PCX, Ollie & Centre Point Respond
• Proven experience in Individual or Corporate Life and/or protection administration.
• A thorough understanding of the life and disability market.
• Ability to make informed, sometimes tough, decisions considering the long term impact to the business.
• Ability to influence and negotiate.
• Ability to plan and organise own workload with minimal supervision.
• Desire to continually build upon technical knowledge.
• Customer focused approach
• Ability to work as part of a team
• Manage sensitive claims in an effective and empathetic manner, minimising the number of claim appeals.
• Coach and mentor less experienced colleagues through the assessment of technical competencies and recommending the grant of authorities

The hiring manager to contact is: Virginia Humphreys Email: virginia.humphreys@dgaviva.com

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