• General administrative duties such as scanning, photocopying, profiling, issuing documentation and mailbox monitoring. • Accurate, timely and efficient data entry and quality checking of claims information as per the standards. • Open a new “account” for each claim, into the system to help with efficient processing of the claim – throughout the claim lifecycle. • Prepare the payment of claims in the system. • Process and dispatch standard letters and emails as required. • Support data cleansing and mass change processing projects. • Keep the relevant KPIs updated. • Liaising with internal and external parties to respond to and resolve queries within processing deadlines. • General contact with underwriters and clients (if applicable) always providing a great customer experience. • Preparing management information reports as requested using various reporting tools and methods. • Participate and provide support to process improvement projects. • Delivers exceptional service standards/KPI’s. • Participating and support the implementation in continuous improvement or change project work. • Providing support to other teams to cover absences and peak workloads. • Contributing to technical support and procedural best practice and support. • Provide new ideas and support the team leader and coordinator regarding execution. • Ensure telephony service availability in line with defined working hours and required languages. • Answer all incoming calls received through the claims telephony lines. • Identify the nature of the enquiry and confirm whether it relates to an existing claim or a new notification. • Resolve simple customer or broker enquiries when the information is readily available in the system. • Redirect calls to the correct handler, team or department when the query cannot be resolved at first contact. • Log call details in the claim file or relevant system to maintain a clear and accurate audit trail. • Escalate urgent or risk related calls following internal escalation routes. • Manage call backs by logging the request and ensuring it is assigned or completed within required timeframes. • Monitor telephony metrics such as wait times, call volumes and abandonment, and escalate issues when service levels are at risk.

• Office based administration work to ensure high quality and efficient processing of administration requests with specific analysis, from a range of stakeholders including external brokers and end clients as well as internal underwriting teams • Key entry point for all escalations with external and internal stakeholders by answering all questions which fall within the Admin scope, and determine and execute the transfer of all other questions to the relevant departments/roles • Be a liaison between Policy Administrators, Team Coordinators and Team Leaders • Accurate, timely and efficient data entry of insurance risks as per the client standards to achieve Service Excellence, as well as general administrative duties • Delivers exceptional service standards/KPI’s • Be a backup to Team Coordinator by helping to keep the relevant KPIs updated and perform analysis and preparation of management information reports as requested using various reporting tolls and methods • Participate and provide support to process improvement projects • Contributing to technical support and procedural best practice and support • Provide new ideas and support the Management Team regarding execution • Accountable to have a backup for your senior tasks (within admins). • Perform more complex and time-consuming tasks • Act as point of reference for technical and procedural best practice for other team members within the Policy Administration Team • Support new staff training and actively participate on new tasks transition • Maintain and update process documentation

• General administrative duties such as scanning, photocopying, profiling, issuing documentation and mailbox monitoring. • Accurate, timely and efficient data entry and quality checking of claims information as per the standards. • Open a new “account” for each claim, into the system to help with efficient processing of the claim – throughout the claim lifecycle. • Prepare the payment of claims in the system. • Process and dispatch standard letters and emails as required. • Support data cleansing and mass change processing projects. • Keep the relevant KPIs updated. • Liaising with internal and external parties to respond to and resolve queries within processing deadlines. • General contact with underwriters and clients (if applicable) always providing a great customer experience. • Preparing management information reports as requested using various reporting tools and methods. • Participate and provide support to process improvement projects. • Delivers exceptional service standards/KPI’s. • Participating and support the implementation in continuous improvement or change project work. • Providing support to other teams to cover absences and peak workloads. • Contributing to technical support and procedural best practice and support. • Provide new ideas and support the team leader and coordinator regarding execution. • Ensure telephony service availability in line with defined working hours and required languages. • Answer all incoming calls received through the claims telephony lines. • Identify the nature of the enquiry and confirm whether it relates to an existing claim or a new notification. • Resolve simple customer or broker enquiries when the information is readily available in the system. • Redirect calls to the correct handler, team or department when the query cannot be resolved at first contact. • Log call details in the claim file or relevant system to maintain a clear and accurate audit trail. • Escalate urgent or risk related calls following internal escalation routes. • Manage call backs by logging the request and ensuring it is assigned or completed within required timeframes. • Monitor telephony metrics such as wait times, call volumes and abandonment, and escalate issues when service levels are at risk.

• Office based administration work to ensure high quality and efficient processing of administration requests with specific analysis, from a range of stakeholders including external brokers and end clients as well as internal underwriting teams • Key entry point for all escalations with external and internal stakeholders by answering all questions which fall within the Admin scope, and determine and execute the transfer of all other questions to the relevant departments/roles • Be a liaison between Policy Administrators, Team Coordinators and Team Leaders • Accurate, timely and efficient data entry of insurance risks as per the client standards to achieve Service Excellence, as well as general administrative duties • Delivers exceptional service standards/KPI’s • Be a backup to Team Coordinator by helping to keep the relevant KPIs updated and perform analysis and preparation of management information reports as requested using various reporting tolls and methods • Participate and provide support to process improvement projects • Contributing to technical support and procedural best practice and support • Provide new ideas and support the Management Team regarding execution • Accountable to have a backup for your senior tasks (within admins). • Perform more complex and time-consuming tasks • Act as point of reference for technical and procedural best practice for other team members within the Policy Administration Team • Support new staff training and actively participate on new tasks transition • Maintain and update process documentation