Senior Domestic Loss Adjuster

Job Overview

An internal senior directly employed loss adjuster - sitting under the ‘complex claims’ function within an evolving household claims department. The role offers a rare opportunity for an experienced loss adjuster/ project managed adjuster to assist the growth and development of an established loss adjusting team. The role involves visiting policyholder’s houses for domestic mid/ complex claims and assisting with the management and development of the team.

North of England desirable but all areas considered.

Main Responsibilities and Duties:

Reporting into the PMA Team manager, the role involves:

• Managing a caseload of losses from Post FNOL to closure (evidencing cost control and excellent customer service)
• Assisting in managing and developing a small, experienced team of loss adjusters.
• Department training including individual case studies/ accompanied visits for claims staff/ management.
• Completing 121’s/ accompanied visits with the team.
• Reviewing MI/ performance with a good standard of IT skills including Excel.
• Prioritising work – Ensuring audits/ necessary checks and reporting are completed monthly.
• Managing claims to encourage excellent customer outcomes and reducing customer detriment.
• Complaint escalation– comfortable dealing with complaints and revisiting where required and understanding and adhering to the FOS guidelines and procedures.
• Innovation – reviewing processes to implement efficiencies/ necessary changes.
• Report writing – Comfortable writing detailed reports including repudiations and handling complaints.  
• Projects – To undertake projects when required.
• Identifying recovery/ contribution/ fraud and underwriting concerns and feeding this into the necessary areas.
• Surge solution – being able to attend flood/ necessary flood areas when possible to assist policyholders.
• Flexibility with travel – complex claims will at times require travel if outside of the immediate area.
• Building relationships with other areas to promote the PMA team.
• Managing surveyors/ suppliers and building solid working relationships with restoration franchises.
• Comfortable challenging suppliers where necessary and experienced dealing with complaints/ escalations.
• Using technology such as scoping tools/ video technology within set limits.
• Authorising team members payments/ amending/ reviewing reserves where exceeding team members limits.
• Deputising for the team manager during periods of leave.
• Negotiating large settlements with policyholders on complex claims.

Skills / Qualifications:

• Preferably qualified or working towards a minimum of DIP CII/ DIP CILA looking to progress towards ACII/ ACILA (other experience would be considered but this is desirable)
• Any building qualification would be advantageous along with any Health & Safety knowledge/ drying qualifications such as BDMA.
• Strong IT skills including Microsoft products – Excel/ Word/ Scoping tools/ Video technology.
• Knowledge regarding drying techniques/ experience dealing with restoration companies/ tramex.
• Adaptable to change in a constant evolving department.
• Managing time effectively including booking appointments (no diary manager) and handling spikes of work during surge (prioritising work)
• Confident in making decisions and evidencing rational.
• Negotiation – strong negotiation skills in line with policy liability.
• Face to face interaction – Being approachable and comfortable delivering news to policyholders both face to face and over the phone including repudiations.
• Sound people management skills.
• Comfortable working alone but also a good team player.
• Comfortable handling high value losses.
• Clean driving license (less than 6 points)
• Works well under pressure.
• Flexible working when required.
• Attention to detail.
• A positive attitude.

Benefits:

• Competitive salary.
• Company car/ car allowance.
• Admiral Shares.
• Home based role.