A Claims Administrator is a customer focused role, responsible for handling salary protection, specified illness and death claims in a manner which is efficient, effective, compliant, and always with a customer first ethos in mind.

This role will involve dealing with vulnerable customers and difficult circumstances which require handling with empathy, compassion and consideration. The role holder will also be a proficient administrator who is responsible for completing routine administration tasks and ad-hoc tasks that arise. The core aim of this role is to provide valuable support and assistance to customers at all times.

Stakeholder management is another important aspect of this role as Claims Administrators are required to communicate daily with our internal departments and external stakeholders such as; insurance companies, employers, unions etc., on social welfare and pension related issues or queries.

This role is a full time office based administration role.

Accountabilities of the Role

Provide information to customers in a professional and timely manner regarding their eligibility, cover/benefits and premiums and advise them in relation to the claims process and the progress of their claim.
Ensure that information provided to customers and third parties is correct, clear, complete, and up-to-date by consulting the relevant data source/s.
Process incoming correspondence and documentation effectively and efficiently within service level agreements and in line with relevant regulations.
Proactively review claims to determine what actions/steps can be taken to progress and follow up with the relevant parties accordingly.
Handle complaints and ensure escalation where appropriate.
Follow procedures & guidelines.
Achieve personal and team targets and objectives.
Contribute to team projects including; testing new systems, processes and procedures.
To comply with risk control and regulatory requirements that are relevant to this role.
To maintain commercial awareness relevant to this role.

Skills & Knowledge Required

A minimum of 1 year of experience in a customer facing role, ideally within financial services industry
Ideally working towards a QFA qualification but not required
Track record of achieving/surpassing quotas/targets
Ability to handle complaint type calls from customers with empathy
PC and Microsoft skills (excel important)
Organisational skills
Time Management
Ability to work to tight deadlines
Ability to prioritise work in a very busy environment
Resourcefulness
Knowledge of risk control & regulatory environment
Commercial awareness

Behavioural Competencies Required

Empathic, understanding and patient
Resilient & flexible
Quality & customer focused
Enthusiastic/positive attitude towards challenges & changes
Compliant – must be able to follow procedures
Approachable team player that collaborates with and supports other team members promoting team spirit
Strong communication skills
Listening – hearing and understanding the clients queries and empathising where relevant
Verbal communication– articulate complicated information clearly and accurately
Written communication– transfer information concisely and accurately

Controlled Function

This role is a ‘controlled function’ as defined by the Central Bank Reform Act 2010 Regulations 2011. Any appointment will be conditional on the company being satisfied that the appointee meets the requirements as set out in the Fitness and Probity standards issued by the Central Bank. This requires the company to complete prescribed due diligence to assess the appointee’s fitness and probity.

Claims Administrator

Job Description