1. Position Title. Advisor – Home/Home Recovery
2. Responsibility Level. Executive
3. Function. Operations
4. Reports to. Assistant Manager – Operations
5. Permanent/Temporary. Permanent

Basic Function

The Advisor—Home/Home Recovery is responsible for providing timely and effective responses to insurance claims, ensuring accurate processing, and conducting thorough investigations to validate activities undertaken. This role involves receiving information through various Excel sheets and client workflow systems for processing payments.

Essential Functions

• Action supplier reports, update claims system with financial reserves, and amend diary working from a set matrix.
• Chase up supplier diary cases via telephone to progress claims with appropriate system updates.
• Manage and make payments to certain Group suppliers following defined procedures, updating systems and spreadsheets within tight deadlines.
• Meet all regulatory and internal procedural requirements for claim processing, including adherence to FSA timescales and guidelines.
• Work efficiently to minimize claim processing turnaround time while controlling claim costs.
• Achieve Key Performance Indicators (KPIs) as set by the business.
• Maintain awareness of the commitment to service and uphold the company’s core values and beliefs.
• Operate and maintain customer-related information systems to required standards, ensuring accurate records and access to progress work.
• Comply with the Data Protection Act and Client Security Policy and Procedures.
• Perform any other essential functions directed by the Supervisor.

Primary Internal Interactions

• LAM or AM for reporting performance, escalation handling, and seeking feedback and support.
• Team Members for process-related cooperation, clarification, and assistance.
• EXL Trainers and SMEs for escalations, resolution, and training.

Primary External Interactions

• SME/Trainers at the client end for training.
• Exception/escalation teams at the client end for clarifications.
• Outbound calls to Third-party Insurers and group suppliers for claim-related information.
• Liaise with on-shore technical experts to facilitate claim settlements.

Organizational Relationships

1. Reports To. Assistant Manager – Operations
2. Supervises. NA

Skills

Technical Skills

• Proficient in computer navigation and keyboarding.
• Familiarity with MS Office and the Internet.

Process Specific Skills

• Knowledge of business concepts relevant to the job.
• Decisive with good judgment in decision-making.
• Commitment to achieving objectives and ownership of tasks.
• Ability to handle high transaction volumes.
• Handle outbound/inbound calls effectively.

Soft Skills (Desired)

• Minimum CEF score of B1-5.
• Willingness to work in evening/late evening shifts.
• Self-discipline.
• Result-oriented.
• Adaptability.

Soft Skills (Minimum)

• Problem-solving.
• Business awareness.
• Time management.
• Effective communication.
• Customer focus.
• Teamwork.
• Self-management.
• Adaptability.
• Attention to detail.

Education Requirements

• Graduate or Diploma holder with at least 15 years of education.

Work Experience Requirements

• Minimum 1 year of work experience. Candidates with prior UK insurance experience are preferred.