General information

Description & Requirements

• Provide specialist and technical support for Commercial and Specialty Operational Claims within agreed service level agreements. Including:
• o Processing of Fast Track claims;
• o Setting up & updating of complex claims;
• o Co-ordination of Broker & Xchanging complex queries / incomplete items;
• o Liaising with 3rd party support teams regarding governance and quality oversight
• o Bordereaux Management;
• o Monitoring of static claims;
• o Managing / monitoring third party data feeds;
• o High value payment processing;
• o Reporting for the Claims team; and
• o Other operational tasks which support the Claims department
• Develop technical, specialty insurance knowledge to ensure familiarity with all LSM Operational Claims team tasks and responsibilities;
• Provide input into the development of SLAs and KPIs for the Operational Claims Team;
• Ensure that process and procedure documentation accurately reflects the activities and responsibilities of a combined LSM Operational Claims team and remains current.
• Forge and maintain relationships with customers, internal and external, to ensure:
• o service levels are being met;
• o issues which arise are recorded and managed appropriately;
• o customer expectations are met or exceeded;
• Manage the timely response to requests for assistance or information;
• Maintain a high level of confidentiality at all times;
• Maintain, coordinate and direct offshore team production and relationship
Adherence to all relevant regulatory requirements forms part of your role, and the demonstration of behaviours as set out in the Conduct Risk Policy, as they relate to your role, is core to LSM's commitment to placing customers at the centre of our business and behaving with integrity. LSM expects you to understand your responsibilities relating to all regulatory and internal requirements, and to proactively demonstrate compliance with these requirements and behaviours at all times. These requirements include Solvency II, fair treatment of customers, Financial Crime, Data Protection, Conflicts of Interest, and Whistleblowing.

• Good understanding of complex Claims processes and procedures;
• Experience gained within the insurance industry
• Experience with insurance systems – Claims Centre; E-abs; BCR – required;
• Fluent in English and Spanish
• French language skills would also be advantageous
• Good organisational and prioritisation skills;
• Ability to establish and maintain deadlines and service level agreements;
• Experience of working to varying and tight deadlines;
• Ability to proactively resolve issues ;
• Good attention to detail;
Strong Excel skills.

• Offering a vibrant and inclusive environment and committing to their career development.
• Promoting diversity, equity and inclusion (DEI). Our Inclusion Matters framework and employee-led networks strengthen the diversity of our workforce and our inclusive environment.
• Reinforcing that collaborating together to share our unique perspectives help us make better decisions, deliver innovative solutions and pursue our ambitious goals.
A supportive culture, which includes promoting a healthy work-life balance and working flexibly.