Technical and Governance Claims Consultant

Company Description

Legal & General (L&G) is a leading UK financial services group and major global investor.

We20ve been safeguarding people0s financial futures since 1836, and strive to build a better society, while improving the lives of our customers and creating value for shareholders.

We are one of the world0s largest asset managers and provide powerful asset origination capabilities. Together, these underpin our retirement and protection solutions: we are an international player in pension risk transfer, in UK and US life insurance, and in UK workplace pensions and retirement income.

Who we are

Our Retail business supports customers throughout their lives, to help them save, plan, protect and enjoy retirement.

We0re a leading provider of retirement and protection solutions. We aim to support our c.12.8 million policyholders and workplace members throughout their lifelong financial journeys.

We focus on helping the customers of today and tomorrow achieve better long-term outcomes. We either talk with them directly or work with intermediaries and employers to meet their needs. We use the latest technology to connect with them quickly, efficiently and wherever possible in highly personalised ways.

Join us as a Technical & Governance Claims Consultant, with a competitive starting salary of £26,000. You
20ll play a key role in delivering accurate, fair and timely claims administration across our Group Protection portfolio. You
20ll be part of a team dedicated to high-quality service, strong governance and great customer experiences.

What you
20ll be doing:

• Triaging new queries coming into the Technical & Governance mailbox and ensuring they are progressed efficiently
• Undertaking technical reviews, including requesting and following up on medical evidence to support good customer service levels
• Working with the Technical & Governance Manager to prioritise and coordinate complex case round tables
• Supporting internal and external relationships by providing relevant data and updates to strengthen claims management processes
• Assisting in producing Management Information and analysing data to identify trends such as complaint root causes
• Maintaining consistent, timely and accurate service in line with service level agreements and customer experience expectations
• Adhering to processes and legislation to ensure appropriate handling of customer data, including GDPR and confidentiality requirements
• Managing complaints impartially, ensuring customers clearly understand outcomes and next steps

Who we0re looking for:

• Experience in customer-facing or claims-related environments with the ability to communicate confidently and effectively
• Strong relationship-building skills with the capability to work collaboratively across teams and with external partners
• Good knowledge of Group Protection products and claims processes, or willingness to develop this
• Strong analytical and problem-solving skills with an ability to identify themes, trends or root causes
• Excellent organisational skills with the ability to manage your workload and prioritise effectively
• Competence in Microsoft Word, Excel and other key systems
• A customer-focused mindset with a drive to take ownership of queries and deliver positive outcomes
• A professional, fair and balanced approach when managing complaints or complex customer situations

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer:

• The opportunity to participate in our annual, performance
  -related bonus plan and valuable share schemes
• Generous pension contribution
• Life assurance
• Healthcare Plan (permanent employees only)
• At least 25 days holiday, plus public holidays, 26 days after 2 years' service. There0s also the option to buy and sell holiday
• Competitive family leave
• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice (permanent employees only)
• There are the many discounts we offer - both for our own products and at a range of high street stores and online
• In 2023, some…