About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:14.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Talent, Support, Success.</b></H2> </div><div><p>FBD is Ireland’s largest homegrown insurer, supporting consumers, farmers, and businesses nationwide for over 50 years. With a local network of 34 branches and a commitment to genuine customer service, we are uniquely positioned to meet our customers’ needs. <br><br>As an Irish-owned company, we take pride in fostering an inclusive environment, evidenced by our Gold Accreditation from Investors in Diversity (IiD) through the Irish Centre for Diversity. Our culture<strong> </strong>values work-life balance and creates a friendly atmosphere where our people can thrive, feel valued and contribute to achieving FBD’s strategic goals.</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:14.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>About the Role</b></H2> </div><div><p style="margin-bottom:13.0px"><span style="font-size:11.0pt"><span><span><span style="font-family:Calibri, sans-serif">To efficiently and cost effectively handle; negotiate and settle claims within designated authority and agreed services standards.</span></span></span></span></p> <ul> <li><span style="font-size:11.0pt"><span><span><span><span style="font-family:Calibri, sans-serif">Handling all claims from notification through to closure within agreed authority limits and service standards, in order to obtain optimum settlement for the company and customer;</span></span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span><span style="font-family:Calibri, sans-serif">Assist Management team where required, to monitor workflow, (to include telephony, electronic correspondence, mail) outstanding caseloads, processes, tasks and distribution of new claims;</span></span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span><span style="font-family:Calibri, sans-serif">Be a point of contact and support for colleagues;</span></span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span><span style="font-family:Calibri, sans-serif">Handling all incoming telephone and written communication from customers / policyholders, their representatives and all other interested parties in a pro-active manner and within SLA’s;</span></span></span></span></span></li> <li style="text-align:justify"><span style="font-size:11.0pt"><span><span><span><span style="font-family:Calibri, sans-serif">Provision of excellent claims customer service to customers; their representatives; brokers; service providers and interested parties in a friendly, courteous and professional manner; ensuring a positive supportive customer experience throughout the claim process;</span></span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span><span style="font-family:Calibri, sans-serif">Ensuring that critical detail is captured at all stages of the claim, as comprehensively and accurately as possible, to ensure that;</span></span></span></span></span> <ul style="list-style-type:circle"> <li><span style="font-size:11.0pt"><span><span><span><span style="font-family:Calibri, sans-serif">All claims are handled appropriately; and that</span></span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span><span style="font-family:Calibri, sans-serif">The data captured in respect of fraud indicators is directed to the Team Fraud Coordinator and/or Claims Investigation Team, to ensure maximum detection of fraudulent or exaggerated claims.</span></span></span></span></span></li> </ul> </li> </ul> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:14.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Job Responsibilities</b></H2> </div><div><ul> <li><span style="font-size:11.0pt"><span><span><span><span style="font-family:Calibri, sans-serif">Dealing with all issues in terms of Policy indemnity and liability in the appropriate manner and manage each claim to a satisfactory conclusion, maximising customer satisfaction and minimising cost to FBD. Fair to the customer, fair to FBD;</span></span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span><span style="font-family:Calibri, sans-serif">Establish and maintain adequate claims reserves (ensuring prudent reserving policy is adhered to);</span></span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span><span style="font-family:Calibri, sans-serif">Ensure best practice handling behaviour that supports attention to detail, challenge to service provider views, independent decision making, a proactive philosophy to information gathering, investigation and evaluation and availing of every opportunity to settle in the most cost effective settlement channel, with particular focus on the development and improvement in the FNOL process to deliver a premium customer and employee experience in line with strategic goals;</span></span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span><span style="font-family:Calibri, sans-serif">Authorisation of claims payments within agreed authority levels;</span></span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span><span style="font-family:Calibri, sans-serif">Provide technical advice to customers (claims process and what next steps are in relation to their claim); Loss Adjusters; Solicitors;</span></span></span></span></span></li> </ul> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:14.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Job Responsibilities</b></H2> </div><div><ul> <li><span style="font-size:11.0pt"><span><span><span><span style="font-family:Calibri, sans-serif">Ensure personal understanding of regulatory framework and compliance with regulatory standards for claims handling:</span></span></span></span></span> <ul style="list-style-type:circle"> <li><span style="font-size:11.0pt"><span><span><span><span style="font-family:Calibri, sans-serif">Consumer Protection Code (CPC);</span></span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span><span style="font-family:Calibri, sans-serif">Consumer Insurance Contract Act (CICA); and</span></span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span><span style="font-family:Calibri, sans-serif">Data Protection requirements.</span></span></span></span></span></li> </ul> </li> <li><span style="font-size:11.0pt"><span><span><span><span style="font-family:Calibri, sans-serif">The ability to work proactively to ensure that personal and team objectives and targets are met;</span></span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span><span style="font-family:Calibri, sans-serif">Reflect the Claims Department strategy of the customer centric approach;</span></span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span><span style="font-family:Calibri, sans-serif">Undertake project work as required; and</span></span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span><span style="font-family:Calibri, sans-serif">Actively participate in training and identifying training needs for team.</span></span></span></span></span></li> </ul> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:14.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Education</b></H2> </div><div><ul> <li style="list-style-type:none"> <ul style="list-style-type:disc"> <li><span style="font-size:11.0pt"><span><span><span style="font-family:Calibri, sans-serif">Candidates will ideally be Qualified Certified Insurance Practitioner (CIP) in General Insurance</span></span></span></span></li> </ul> </li> </ul> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:14.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Experiences</b></H2> </div><div><ul> <li><span style="font-size:11.0pt"><span><span><span><span style="font-family:Calibri, sans-serif">Claims handling expertise, ideally a minimum of two years handling motor damage claims.</span></span></span></span></span></li> </ul> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:14.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Competencies</b></H2> </div><div><ul> <li><span style="font-size:11.0pt"><span><span><span><span style="font-family:Calibri, sans-serif">Excellent Interpersonal; numerical and communication (written and verbal) skills</span></span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span><span style="font-family:Calibri, sans-serif">Drive for results</span></span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span><span style="font-family:Calibri, sans-serif">Innovation and change orientation</span></span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span><span style="font-family:Calibri, sans-serif">Planning; co-ordination and organising</span></span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span><span style="font-family:Calibri, sans-serif">Problem solving / decision making</span></span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span><span style="font-family:Calibri, sans-serif">Quality: High standards in all areas</span></span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span><span style="font-family:Calibri, sans-serif">Team Building / Team Player</span></span></span></span></span></li> <li><span style="font-size:11.0pt"><span><span><span><span style="font-family:Calibri, sans-serif">Technical skills and knowledge</span></span></span></span></span></li> </ul> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:14.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>MCC</b></H2> </div><div><p>This is a CF5, CF6 control function role.</p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:14.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Footer</b></H2> </div><div><p>This role is being offered on a temporary contract.</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:14.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Our Benefits Include:</b></H2> </div><div><ul> <li>Competitive performance-related bonus</li> <li>Employer pension contributions</li> <li>Private health insurance allowance</li> <li>Paid maternity and paternity leave</li> <li>Discounts on insurance: 50% off private car and home insurance, 30% off travel insurance</li> <li>Professional Development Opportunities</li> <li>Wellness wallet and wellbeing initiatives</li> <li>Monthly lunch allowance*</li> <li>Hybrid working model: 3 days from home, 2 days in the office*</li> </ul> <p> </p> <p>*<em>Location dependant</em></p></div></div></div>