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Travel & Medical Assistance Accounts Administrator

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Req ID:
R-13428
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Category:
Business & Secretarial Support
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Location:
Farnham

About us

Direct Line Group's Travel and Medical Assistance teams (TMA) support our customers with almost every imaginable scenario whilst they are out of the country.

Starting salary of £21,000 (plus 9% pension contribution on top, totalling in £22,890), plus additional earning opportunities for shifts you work (£1325 on annum), and we'll also reward you for any languages you can speak (£750- £1500).

What you will be doing:

The TMA Accounts Administrator is responsible for the paying of invoices on behalf of clients for costs incurred in emergency situations overseas. You will additionally be responsible for processing the invoices for our global network of agents and suppliers. During peak times you will be drafted into our Operational Teams answering calls from our overseas emergency customers. 

What being a Travel and Medical Assistance Accounts Administrator involves:

  • Complying with policy cover/indemnity thresholds & TMA business rules/record keeping/identify fraud following appropriate referral process/accurate reserving practice/diary/activity process/ repudiation process/recovery Payment Authorisation Processes/Duplicate payments/claims cost control. etc.
  • Delivering high levels of Customer Satisfaction contributing to the overall TMA Customer Satisfaction Scores through fair interpretation of the policy coverage, speed of response and expectation management and working collaboratively with Customer Relations to improve the customer experience.  Contribute and attend where necessary TMA customer experience boards.
  • Keeping the customer at the heart of everything you do, ensuring that the customer is treated fairly at all times in line with TCF outcomes and principles and in a manner consistent with the emergency requirements of each situation..
  • Demonstrating exemplary assistance technical knowledge at all times.
  • Following current TMA Call Standards requirement.
  • Following Claims TMA Quality Review processes. 
  • Upholding TMA Complaint Handling business rules.
  • Identifying, owning and managing the risks involved in running our business appropriate to my role, in line with the Direct Line Group risk framework.
  • Remaining within the agreed TMA risk and regulatory constraints ensuring awareness and application of policy and procedure for clear desk/information security policy, IPL, Record Keeping toolkit, Breach Log and AYIC.
  • Being aware of and apply on an ongoing basis with the rules and requirements of the FSA and any other legal / regulatory / risk management frameworks in line with the TCF principles.
  • Actively supporting supply chain management to ensure that TMA manage our agent network effectively.
  • Living the Company values in everything you do as per the attached appendix and continue to contribute to the positive market reputation of TMA.
  • Developing self, ensuring professional knowledge is up to date, identify learning and development opportunities that will enhance capability and maintain your own personal development plan.
  • Working effectively as a team member at all times. Support your TMA colleagues and work flexibly to support our customers across the globe.

What we are looking for:

  • Excellent customer services skills
  • Strong communication and stakeholder management skills
  • Ability to gather information, understand issues and find solutions
  • An understanding of the claims process: Claims initiation, investigation, negotiation and settlement
  • Knowledge of insurance principles & practice
  • Knowledge of Fraud and investigation

Working hours- 37,5 hours a week

Core hours are 9:00am - 5:00pm, Monday -Friday . However due to business needs there may be a requirement to work outside of these standard hours - in peak times (Winter ski season and summer) you may be asked to work shifts or the occasional Saturday and Sunday.

Ways of Working

Our mixed model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. How much you'll be in the office depends on your role, and we'll consider the flexible working options that work best for you.

Read our flexible working approach here.

This role can be done from the comfort of your home, as part of a new hybrid way of working we are embracing, where you will be required to come into Farnham office 20% of your time e9approximatelly once a week). Training will be conducted in the office between Monday- Friday for the first 4 - 8 weeks

Benefits

We recognise we wouldn't be where we are today without our colleagues, that's why we offer excellent benefits designed to suit your lifestyle:

  • 9% employer contributed pension
  • 50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover
  • Additional optional Health and Dental insurance
  • EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way.
  • Generous holidays
  • Buy as you earn share scheme
  • Employee discounts and cashback
  • Plus many more

Being yourself

Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We're delighted to feature as one of the UK's Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers.

We know you're more than a CV, and the things that make you, you, are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.

#LI-Hybrid

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