Resolution Specialist

Job Description

Reporting to the Resolution Team Manager/ Resolution Technical Manager, you are responsible for the effective management of new failed firms and resolution of the customer claims solution working with the Regulators (PRA & FCA), Insolvency Practitioner, Broker, and other third parties.

You will be responsible to deliver the strategy of the insolvency/ administration with the Insolvency Practitioner, ensuring processes, risks, and key controls are maintained, and adhered to. Providing technical advice to suppliers, our outsourced partners and other parties regarding claims handling on our behalf, and ensuring the best outcome for our customers.

My Skills

Technical

the subject matter expertise needed to deliver all elements of the service

Business

how we design and develop our operating environment to drive user experience

People

the skills and collaborative behaviours we need to maximise the potential of all our teams

You will have technical expertise (or demonstrate the ability to acquire expertise) in the following:

Insolvency Knowledge

Claims Processing

Payment Processing

Technical Issues Resolution

Claims Product Knowledge

Data Analysis & Insights

Microsoft 365

Risk Management

Data Reporting

Training & Development (Creation)

Training & Development (Delivery)

Evidence-Based Practice

Situational Decision-Making

You will have technical expertise (or demonstrate the ability to acquire expertise) in the following:

Business Acumen

Digital Literacy

Change & Project Management

Process Management

Service Design

Business Planning

User Experience

You will have the skills and behaviours in the following:

Coaching & Mentoring

Working Inclusively

Stakeholder Relationship Management

Persuasion & Negotiation

Market & Regulatory Environment

My My Ways of Working

Ways of Working – the actions & activities that people do which result in effective performance in the role

Take Ownership

Lead and Support

Work Together

Communicate & Influence

Think Analytically

Thing Big

Plan and Organise

Deliver for our Customers

Embrace Change

Develop Yourself

Level 2

Level 1

Level 2

Level 2

Level 2

Level 2

Level 2

Level 2

Level 3

Level 1

Demonstrate a proactive approach; challenge and put forward own ideas

Support and motivate the people around you

Create a sense of team spirit and build strong relationships with colleagues

Engage in regular two-way communication

Effectively analyse several types of information and make sound judgements

Take a long-term and broad view of Scheme objectives

Prioritise effectively in line with customer and organisational requirements

Strive to deliver excellence in tasks and projects

Show a flexible attitude to work and act as a positive role model for change

Open to new opportunities

My Knowledge

Knowledge – the knowledge, experience, and mastery gained through involvement or exposure

You will be able to demonstrate the knowledge, experience, or mastery of:

• Ability to manage expectations of senior stakeholders internally and externally
• In-depth knowledge of claims handling across different product lines
• Deliver outstanding customer service to our suppliers, stakeholders, and customers through interactions with them
• Demonstrate expert knowledge of FSCS, FCA and PRA rules, policies, and processes.
• Demonstrate technical claims knowledge
• Demonstrate technical knowledge of claims assessment process
• Demonstrate experience in financial services

Insurance

• Demonstrate a strong level of awareness of current operational procedures followed by insurers in the management of insurance claims across a range of products
• Demonstrate a thorough understanding of Policyholder Protection Rules and their application to insurance contracts and claims
• Demonstrate knowledge of the law and practice of insurance contracts and their application in resolving policy coverage issues

My Role

In being a member of the Resolution Team (Insurance), you will:

• Responsible for engaging regularly with relevant parties, IP, Run off Agents, and Brokers of the failed firms you will own
• Manage and monitor the progress and performance of each estate working with key stakeholders to deliver the strategy of the run down of the failed firm
• Work closely with Run off Agents to ensure optimised processes are in place to ensure the right outcomes for customers and levy payers
• Utilising management information to ensure the effective management of claims (new claims, open claims, reserving philosophy maintained, claims progression)
• Provide technical support and approval of valid payments on insurance claims within required SLAs in line with FSCS rules
• Manage and facilitate large claims within the failed firm estate attending Joint Settlement Meetings with FSCS and customer in mind
• Manage the closure of estates, ensuring any FSCS follow on activity planned and delivered
• Deliver and develop required training to relevant parties on FSCS processes