Client Coordinator

Purpose

Administration

• Process policy endorsements
• Understand thoroughly the processes of the client’s appointed insurance company (Metlife)
• Support client HR with queries relating to endorsements
• Ensure timely action for all administration tasks and enquiries
• Proactively seek to ensure administrative tasks are removed from client HR
• Maintain good insurer broker relationship in respect of the administration functions.
• Weekly update to Lead CRM
• Claims handling:
• Handle a variety of claims emanating from around the UAE and manage your own allocated portfolio of accounts.
• Handle claims from first advice to final settlement, to include setting up first advice, processing and managing subsequent movements on Lockton internal claims systems.
• Meet the agreed Service Standards, volumes and performance levels in line with the Key Performance Indicators and handle claims efficiently in proactive manner including negotiations, management of claims and the payment process.
• Possess excellent communications skills, attend regular calls and meetings with clients, provision of claims reports and management of Insurers.
• Report any major or sensitive claims to the claims manager and CRM responsible and assist in the monitoring and management of those claims to conclusion.
• Responsible for ensuring claims information is provided for renewal/quarterly meetings, liaising effectively with all stakeholders.
• Engage in effective negotiations with insurance companies and other parties to achieve reasonable claim outcomes for clients.
• Monitor all claims handling for allocated clients where claims are reported directly to insurers and where regular audits are required.

Officership Behaviours - Associate

• Provide Excellence in Service to Our Clients, Our Markets, & Our Associates
• Takes personal responsibility for managing internal and external client relationships.
• Takes pride in and accountability for understanding and exceeding client expectations.
• Focuses on adding value.
• Delivers what the client expects, knows what they desire, and impresses them by delivering the unexpected.
• Written and verbal communication is clear and concise.
• Provide commitment to the development of ourselves & our associates
• Attend in house classes and workshops for continuing development.
• Attend training programs, conferences or courses to improve present job skills.
• Complete all mandatory training within agreed timescales.
• Take responsibility for own career and development.
• Treat all associates with dignity, fairness and respect.
• Represents Lockton well within the community.
• Be committed to enabling highest standard of customer service
• Promotes growth through excellence in service provided
• Works with client, insurer & associates to ensure all agreed standards and targets are met
• Drive service excellence, efficiency, & productivity through effective business operational processes
• Demonstrates flexibility to change
• Identifies improvement opportunities
• Ensures quality is evidenced
• Ensures compliance with relevant legal and regulatory requirements through following
• Lockton policies and procedures
• Maintains specialised knowledge in order to provide maximum value to the client