CLS-Desktop Investigator

• To carry out desktop investigations.
• To complete Investigative Telephone Interviews (COI)

Responsibilities

• Complete appointments within SLA having completed pre visit enquiries.
• To investigate loss and / or damage claims in detail using all sources available and providing advice and assistance to policyholders and managing their expectations.
• Ensuring that all files are maintained in line with company policy using the appropriate Crawford standard documents. Electronic record and paper files are to be replicated.
• Validate policy cover in relation to the loss or damage. Advise policyholders and principals in relation to policy indemnity, legal liability and quantum.
• Providing regular updates to Technicians, Insurers and Branches in accordance with internal processes and client service standards.
• MI reporting.
• Maintain awareness of Business Continuity programme and role within it.
• Able to demonstrate knowledge and/or awareness of FSA procedures and the TCF initiative.
• Actively seek to develop oneself and take responsibility for your own training and development.

Qualifications

Essential:

• Manage a caseload from various principles within client specific SLA’s.
• To achieve financial targets and provide support to other members of the team in assisting them in achieving their targets and where required provide them with additional support in achieving SLA’s.
• Ensures all activities and decisions improve the service provided for clients.
• Builds trust and respect by keeping commitments made.
• Can convey message across in one to one situations in a way which is understood.
• Builds and maintains positive relationships within the team.
• Seeks feedback and invests time in their own self development both technically and behaviourally.
• Self motivated.
• Strong organisational and planning skills.
• Excellent technical and investigation skills.
• Proven ability to meet deadlines.
• Progress towards relevant professional qualification.
• Accurate record keeping.
• Completion of tasks within SLA.
• Ability to utilise technical skills to complete workload.
• Technical competency to be demonstrated.
• Audit and quality checks.
• Quality of reports.

Desirable:

• Assisting colleagues when required.
• Reactive – responding to daily workloads as dictated by Customer requirements.
• Proactive – helping to enhance customer service, quality and ensure targets are met.
• Ability to work as an individual and as part of a team.
• Excellent customer service and communication skills.
• A positive attitude and a proactive approach to solving problems.
• Able to co-ordinate a variety of actions concurrently.
• Excellent organisational skills.
• Team player.
• Quality focused – providing quality, value added service.
• Manage a caseload from various principles within client specific SLA’s.
• To achieve financial targets and provide support to other members of the team in assisting them in achieving their targets and where required provide them with additional support in achieving SLA’s.