Claims Relationship Specialist

Claims Relationship Specialist

Birmingham, UK

Our Claims team sets us apart. Our experienced Claims professionals use their specialised expertise to handle even the most complex claims seamlessly. How do you make a good thing better? You focus on excellence and creating a culture of continuous improvement. You create an environment that fosters collaboration, customer service and colleague development.

In this role you will live a client first mindset and enhance our profile through continued thought leadership and strengthening market profile by building and enhancing relationships with brokers and clients. You will lead a client centric ethos within the team and act as a leader and ambassador for AXA XL claims.

You will work closely with the Claims Relationship Manager, underwriting and distribution new business and renewals sales pitch team, to attract and retain new and existing clients across the Property and Casualty arena. Alongside the Claims Relationship Manager, you will often be one of the first Claims points of contact for new and prospective clients and will have an expert focus on claims performance, service and delivery.

You will work closely with the Claims Relationship Manager and Property & Casualty Claims Team to onboard new clients and manage existing clients, supporting the claims team as required.

In addition, you will work with our broker partners and the Claims Team to enhance our offering and relationships, building new relationships where needed.

You will assist the team to deliver upon our mandate to be a data driven organisation by harnessing appropriate key metrics to measure the successful delivery of performance and service for both clients and brokers.

Travel as appropriate throughout the UK will be an element of this role.

This is a regulated role under the Central Bank of Ireland’s Fitness and Probity regime.

What will your essential responsibilities include?

• Contribution to and co-ordination of the development of a Client Service Charter (including segmentation of services).
• Alignment with all internal stakeholders and be a part of the committee structures.

• Development of claims success stories to be used as part of our marketing strategy.
• Communication of the Client Service Charter (including appetite based upon segmentation) internally and externally as appropriate
• Co-ordination of and participation in new pitch meetings and/or renewal meetings as required and in conjunction with the relevant claims team(s). Ensure CLT visibility of pipeline prospects.
• Development of a client & broker engagement plan - minimum quarterly meetings with those clients identified as key clients through engagement with Underwriting and Distribution (broker & client) and Claims Management. CRS to attend meetings where required.
• Determine appropriate agenda for broker and client meetings to ensure that service objectives are being met, material claims discussed, reports are being provided where needed and market perception is understood.
• Collate the feedback from Broker engagements to ensure that there is actionable intervention where appropriate
• Provide analysis of broker surveys and drive the opportunities that arise
• Undertake data analysis and collate anecdotal feedback to determine broker performance
• Understand internal performance against SLAs for discussion with clients and brokers as needed and in conjunction with Claims Management
• Competitor analysis to be undertaken to advise where AXA XL sit with our offering and where improvements can be made
• Collate thought leadership within the team for sharing
• Attendance at industry conferences, where relevant, to promote the Client Service Charter (e.g. AIRMIC)

• You will report to the Claims Relationship Manager for Property and Casualty.

We are looking for someone who has these abilities and skills:

• Technical Expertise:
  Good insurance background ideally with knowledge of middle market and risk managed programmes – particularly use of captives. Understanding of global programme structures and financial and operational efficiency.
• Ability to work independently, be self-motivated and organise own workload
• Client…