Jaswinder Hira
Quinton,West Midlands
Summary
Multilingual Field Based Personal Claims Specialist in domestic property.
Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.
Excellent communication skills to manage and resolve claims effectively, not shy of new challenges and have the ability to negotiate claims to conclusion.
Building positive relationships with customers, colleagues and contractors.
Self-motivated, conscientious and able to work under pressure.
Overview
24
24
years of professional experience
10
10
years of post-secondary education
Work history
Loss Adjuster - West Midlands
Royal Sun Alliance (RSA) tupe over to Aviva
remote homeworker
2024.04 - Current
- Managing a portfolio of complex household claims across all perils typically between the values of £15k - £100k
- Key contact with our customers providing assurance and a way forward
- Through a project managed approach, define a project plan to manage the claim to completion, organising the appropriate suppliers (including Alternative Accommodation, Restoration, Asbestos and Building repairs), field services and surveyors
- Undertaking visits at the customers home to determine insurance liability, assess potential loss, scope buildings damage, recovery options and reserving requirements in line with established best practice, standards, procedures and guidance provided
- Liaising closely with the customer to agree the way forward, setting clear expectations and ensuring all parties are aware of their roles and responsibilities
- Responsible for claims milestone tracking and diary management to enable the pro-active project management of claims
- Skills and knowledge in the validation of building repair costs, use of scoping technology and schedules of rates
- Intelligent use of technology, to ensure the customer experience is enhanced
- Proactively managing the customer and all suppliers to ensure indemnity control is maintained whilst enhancing the Aviva Brand
- Supported colleagues during periods of high workload or staff shortages showing flexibility and teamwork.
- Managing claims, delivering customer satisfaction and financial outcomes in line with agreed KPI’s
- Identifying non-standard or complex claims and escalating to more qualified colleagues to ensure they are handled appropriately
- Occasional involvement in cases greater than license level under a cascaded license
- Work closely with our technical handler
- Working with loss assessors.
- Scoping repairs to aid a cash settlement.
- On standby when a surge event takes place.
- Bi-lingual or multi-lingual skills communication
Project Managed Adjusting Desk
Sedgwicks
remote homeworker
2022.01 - 2024.04
- Single contact point for customer & suppliers
- Claim, information & supplier project management
- All cost control and payments
- Delivering the highest technical quality and customer satisfaction whilst achieving maximum efficiency
- Ability to demonstrate experience of handling property handling claims from instruction to conclusion, perils fire, theft, escape of water, flood, escape of oil, accidental damage, storm, vandalism, malicious damage and impact damage
- Seeking recoveries where possible from third parties
- Working with loss assessors
- Utilising my technical knowledge I have gained in practice
- Exceptional Customer Service enthusiasm
- Effective communication and negotiation skills, including the ability to write detailed reports
- Self-motivated, conscientious and able to work under your own initiative
- A desire to embrace innovative working practices
- Conscientious and hard working to achieve required results, and flexible to support operational requirements
- Bi-lingual or multi-lingual skills communication
- Working within a team
- British damage management association trained.
- Involvement in surge event management, providing support and assistance at times when customers need us most
- Scoping repairs to aid a cash settlement
Senior Personal Claims Manager
Legal & General
Birmingham
2012.02 - 2022.01
- Delivering an exceptional customer experience to customers contacting us regarding a claim and to ensure a high level of customer satisfaction
- To challenge details of the claim when appropriate, in such a manner not to cause offence, whilst establishing accurate information
- To offer support and assistance to other members of the team, thereby contributing to a highly motivated, enthusiastic and efficient team ethos in the claims centre
- To deal with any correspondence and other paperwork as necessary, communicating with customers, keeping them up to date on progress to ensure next stages are understood and that any correspondence is effective and accurate
- Handle customer enquiries quickly and efficiently and treat the customer fairly and as an individual and within agreed Service Level Agreements and time-scales
- To ensure that customers are treated fairly in line with Legal & Generals customer experience and Treating Customers Fairly policy
- To identify fraud and follow the process of highlighting an issue
- Grade 3 (deputy team leader
- Working alongside my manager closely and deputising my team, embedded all the technical knowledge I have gained in my work journey and sharing this with my team
- Guiding and coaching Fnol team and welcoming new starters into my team
- Working on projects and then bringing them into practice on the claims floor
- Working alongside internal and external account managers and being the escalation point of contact
- Resolving customer complaints and paying stream bdx every day
- Organising handovers to stream
- Supporting other parts of the business such as fraud, complex, accident, sickness and unemployment through covid, recently been trained up in accident sickness and unemployment policies and now an assessor validating these claims
- CII trained
- Taking ownership of my work and working to a high standard
- Perils fire, theft, escape of water, flood, escape of oil, accidental damage, storm, vandalism, malicious damage and impact damage
- Seeking recoveries where possible from third parties
- Working with loss assessors.
Personal Banker
Alliance and Leicester (Santander)
Birmingham
2002.06 - 2013.02
- Conduct structured Personal Review interviews (face-to-face or by telephone) with customers to review their financial position and needs
- Identify sales, cross-sales and referral opportunities from their interviews
- Provide customers with ideas/options/advice on financial products and services that are directly relevant to their needs
- Be pro-active in the branch during down-time; greeting customers in the Branch to assist them with their general needs with a view to identifying sales opportunities
- Deal with incoming customer queries on the telephone or in the branch
- Manage their diary – ensure they maintain a full diary of appointments or contacts to make with customers
- Generate leads through telephoning customers (‘warm’ calling)
- Check quality and potential of the referred customers prior to the customer meetings (using data held on internal data-base)
- Maintain their knowledge of the Bank’s range of personal products and services (largely loans and mortgages)
- Ensure their paperwork is kept up-to-date – e.g
- Faxes, referral of leads, logging concerns, completing applications, monitoring progress of applications on behalf of customer, managing their customer pipeline (e.g
- Future needs)
- Monitor own sales performance at regular intervals in a day
- Working effectively with the team
- Coach and work with CSOs, receptionists and dedicated Prospectors to enhance their ability to develop leads and increase the quality and volume of referrals
- Take leading role in the weekly Branch DOFT huddle
- Attend daily preview/review CA team meeting and share knowledge
- Consistently follow the Bank’s key control, credit, cash, fraud and other operational processes
- Providing excellent customer service at all times
- Working continuously towards targets and deadlines, always maximising the potential sale.
Education
GREAT BARR 6TH FORM COLLEGE
Birmingham 1994.01 - 1997.01
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HANDSWORTH WOOD GIRLS SCHOOL
Birmingham 1989.01 - 1994.01
HND - Computing Information Systems
UNIVERSITY OF CENTRAL ENGLAND
Birmingham 1997.01 - 1999.01
Skills
- Customer service excellence
- Time management efficiency
- Excellent communication abilities
- Multilingual
- Collaborative teamwork
- Flexible adaptability
- Interpersonal skills
- Inspiring motivation
- Knowledge of GDPR/FOS
- Commercial awareness
- Multitasking in dynamic environments
References
Available on request
Affiliations
- Jogging, cooking, calligraphy writing and volunteering as special constable in neighbour hood policing
Languages
Punjabi
Fluent
Hindi
Fluent
Urdu
Fluent
Persian
Intermediate
Arabic
Beginner
Timeline
Loss Adjuster - West Midlands
Royal Sun Alliance (RSA) tupe over to Aviva
2024.04 - Current
Project Managed Adjusting Desk
Sedgwicks
2022.01 - 2024.04
Senior Personal Claims Manager
Legal & General
2012.02 - 2022.01
Personal Banker
Alliance and Leicester (Santander)
2002.06 - 2013.02
HND - Computing Information Systems
UNIVERSITY OF CENTRAL ENGLAND
1997.01 - 1999.01
GREAT BARR 6TH FORM COLLEGE
1994.01 - 1997.01
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HANDSWORTH WOOD GIRLS SCHOOL
1989.01 - 1994.01