Claims Technician

The Role
Reporting to the Team Leader. The role of a Technician is to process Technical Processing including Threshold Technical Processing, Technical Accounting, Claims Transformation and Non Peer Review claims that are within their authority level. The Claims Technician is recognised as an ambassador for Xchanging with an understanding of the business and its processes and strong communication skills.

Key Accountabilities
1. Technical Processing
The Technician is recognised for their ability to process claims working within established guidelines and applying technical checks without supervision.


Responsibilities include.
Reading and analysing Technical Processing submissions.
Processing Technical Processing, Threshold Technical Processing, Technical Accounting, Claims Transformation and Non Peer Review claims within authority level.
Validating data and obtaining additional information to clarify documentation and where necessary correct inaccuracies.
Identifying questionable and/or potentially non-compliant data and initiating action to correct or resolve independently where a standard course of action is set out.
Processing Non-Cash/Direct Reports/Beazley/Direct Settlements.
Processing and handling specific accounts.
Processing files ensuring high quality statistics are achieved (over 99% of files are processed correctly). Communicating with the Team Leader, Claims Adjusters, Brokers, placing Brokers, Managing Agents and (re)insured's.
Covering the Technical Processing Urgent Paper Queues and Appointments.
Positively engaging in new initiatives to support the Team Leader achieve Processing and Quality SLA's. Assisting in the development of new/revised procedures and reference materials.
Developing and maintaining current technical knowledge sufficient to efficiently and effectively complete work.
Working with and seeking the assistance of more experienced employees to deal with the handling of complex matters.
Managing time effectively working within established guidelines applying standard technical checks without supervision.
Dealing with and Resolving problems with a high degree of independent judgement.
Demonstrating and encouraging commitment to team objectives.
Recognised as a go-to person, offering assistance to less experienced team members.

2. Stakeholder Management
The Technician has a duty to build and maintain effective customer relationships in a positive way.

Responsibilities include.
Building and maintaining professional and effective relationships with customers.
Maintaining regular communication with customers and following through on commitments to customers and providing confirmation of actions taken.
Articulate the customer position in an appropriate style to safeguard reputation and customer relations.
Dealing with customer queries professionally and expeditiously creating an environment where peers recognise positive service and respect for customers.
Articulate the value and add quality of the Xchanging central service model.
A good understanding of products and services and how/who to refer customer queries to:
o Claims Agreement Followers
o Delegated Claims/Lead Adjusting
o Fees Direct
o Expert Fees Services
o Static Claims Resolution
o Electronic Claims Processing
o Recoveries
o The Lloyd's Claims Scheme
o XCS Claims Philosophy
o XCS's response to Lloyd's Minimum Standards
o Claims Transformation Project

Key Competencies.
A good understanding of the London Market practices and procedures.
A solid understanding of Technical processing processes and procedures.
A high degree of independent judgement for decision making and problem solving.
Ability to listen to and resolve customer issues whilst preserving relationships (by being effective, efficient, tactful and courteous).
Good communication skills with the ability to relay non-routine information clearly and concisely in both written and verbal communication.
Conducts themselves by example adapting positively to support change initiatives; promoting professional image of self, the team and XCS.
Maintaining a positive attitude assisting in raising and maintaining team spirit and moral.