Client Account Manager - Property Claims

at  XL Catlin

SHARE YOUR TALENT

We’re looking for someone who has these abilities and skills:

• Analytic Skills: Possesses excellent analytical skills and sound judgment.
• Exceptional communication: Excellent verbal and written communication, collaboration, presentation and influencing skills. Able to communicate effectively with internal and external stakeholders at all levels of sophistication. Ability to work in a fast-paced environment and efficiently juggle numerous concurrent responsibilities.
• Collaborative approach: Develop and maintain productive working relationships with brokers, claim handlers, underwriters, coverholders and TPAs. Provide guidance and seek input from others as needed to achieve the best result possible. Capable of working and collaborating with a virtual team.
• Results Oriented: Approach tasks proactively and anticipate needs. Think quickly and prioritize multiple work streams without sacrificing quality. Act with a sense of urgency.
• Continuous Improvement Focused: Willing to ask questions and explore new ideas. Eager to learn and focused on continuously improving technical skills and AXA XL claims capabilities.
• Client-service Oriented: Focused on value at all points in the claims experience delivering on our promise to clients.

• In conjunction with Managers develop a documented approach to Delegated Authorities (including Assistance Providers) outlining trigger points, appetite for authority levels and controls with our claims goals in mind such as total cost of claim.
• Ensure that any outsource arrangements comply with our guidelines and that due diligence is completed as required – both at the initial point of outsourcing and upon renewal of the contract.
• Ensure that all due diligence is undertaken appropriately and liaise with the DA partner throughout the process through to contracting to ensure a timely and smooth process. Liaise with the broker where appropriate to ensure that they are kept advised of developments.
• Ensure that all outsource arrangements are appropriately documented either through a TPA agreement and/or the addition of the relevant clause in the binding authority. This should include details of the authority that has been granted, any relevant SLAs and fee arrangements. Claims adjusters should be made aware of the outsource arrangements and any requirements of that arrangement.
• Working with the Loss Fund team to ensure that appropriate loss funds are set up, increased/decreased as required, reconciled and returned at the closure of the account in a timely fashion.
• Ensure that coverholder/TPA complies with all SLAs and claims handling guidelines. This will include:
• Providing support on production of documentation for audits. Attend wrap up meetings and follow up with the relevant owners of audit actions through to completion, escalating as appropriate.
• Attend monthly / quarterly meetings with all Delegated Authority Partners to review performance, identify any issues and record minutes and actions centrally in the M&R tool. Ensure all actions followed up in a timely manner.
• Undertake performance analysis of Delegated Authority partners utilizing watertrace. Communicating any performance issues to internal and external stakeholders.
• Ensure any issues that are identified outside of any audit are logged, a remediation plan put in place and followed through within the timeframe provided. Ensuring stakeholders are kept appraised of developments.
• Identify Delegated Authority Partners where they work across class and ensure issues and lessons learned are shared.
• Collaborate with CDAG, DUG and Legal as appropriate in the event we need to off-board a Delegated Authority Partner.
• Assist the Managers in their resource modelling (this can include identifying opportunities to increase existing trusted Delegated Authority Partners’ authorities to create capacity)
• Active participation and accountability for the Quality Review Process for area of responsibility. Work with key stakeholders on process review and improvement.
• Produce year end thematic review of Delegated Authority Partners and plan for following year.
• Requirement of the role to work from the London office at least 1 day each week. Initial training may require more frequent travel to the London office