About FBD FBD is Ireland’s largest homegrown insurer, supporting consumers, farmers, and businesses nationwide for over 50 years. With a local network of 34 branches and a commitment to genuine customer service, we are uniquely positioned to meet our customers’ needs.
As an Irish‑owned company, we take pride in fostering an inclusive environment, evidenced by our Gold Accreditation from Investors in Diversity (IiD) through the Irish Centre for Diversity. Our culture values work‑life balance and creates a friendly atmosphere where our people can thrive, feel valued and contribute to achieving FBD’s strategic goals.
About the Role Efficiently and cost‑effectively handle, negotiate and settle claims within designated authority and agreed service standards.
Handle all claims from notification through to closure within agreed authority limits and service standards, aiming for optimum settlement for company and customer.
Assist the management team to monitor workflow (telephony, electronic correspondence, mail), outstanding caseloads, processes, tasks, and distribution of new claims.
Act as a point of contact and support for colleagues.
Handle all incoming telephone and written communication from customers, policyholders, their representatives and other interested parties in a pro‑active manner within SLAs.
Provide excellent claims customer service to customers, their representatives, brokers, service providers and interested parties in a friendly, courteous, and professional manner.
Capture critical detail at all stages of the claim to ensure:
All claims are handled appropriately.
The data captured in respect of fraud indicators is directed to the Team Fraud Coordinator or Claims Investigation Team to maximise detection of fraudulent or exaggerated claims.
Job Responsibilities Deal with all issues in terms of policy indemnity and liability, managing each claim to a satisfactory conclusion, maximising customer satisfaction and minimising cost to FBD.
Establish and maintain adequate claims reserves in line with prudent reserving policy.
Ensure best‑practice handling behaviour that supports attention to detail, challenge to service provider views, independent decision making, and a proactive approach to information gathering, investigation and evaluation.
Authorise claim payments within agreed authority levels.
Provide technical advice to customers (claims process and next steps), loss adjusters, and solicitors.
Regulatory & Compliance Maintain personal understanding of regulatory framework and compliance with regulatory standards for claims handling: Consumer Protection Code (CPC), Consumer Insurance Contract Act (CICA), and Data Protection requirements.
Work proactively to meet personal and team objectives and targets.
Reflect the Claims Department strategy of a customer‑centric approach.
Undertake project work as required.
Actively participate in training and identify training needs for the team.
Education & Experience • Candidates will ideally hold a Certified Insurance Practitioner (CIP) in General Insurance qualification.
• Minimum of two years of claims handling experience, preferably with motor damage claims.
Competencies Excellent interpersonal, numerical, and written and verbal communication skills.
Drive for results.
Innovation and change orientation.
Planning, coordination, and organisation.
Problem solving and decision making.
Commitment to high quality standards.
Team building and teamwork.
Technical skills and knowledge.
MCC This is a CF5, CF6 control function role.
Benefits Competitive performance‑related bonus.
Employer pension contributions.
Private health insurance allowance.
Paid maternity and paternity leave.
Discounts on insurance: 50% off private car and home insurance, 30% off travel insurance.
Professional development opportunities.
Wellness wallet and wellbeing initiatives.
Monthly lunch allowance (subject to eligibility).
Hybrid working model: 3 days from home, 2 days in the office (subject to eligibility).
Location dependent.
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