Pat Mitchell Email & Phone Number

In my current role I have managed and developed a team of 6 Technical Quality Assessors who are responsible for the validation of customer payments presented which exceed the agent’s delegated authority limit and retrospective reviews of payments made under the conversational claims process. I facilitate calibration sessions with the team to ensure that a consistent and objective approach is maintained. I work in partnership with the claims team and operational mangers to provide feedback and identify areas of improvement and coaching opportunities. This information is obtained from the detailed monthly reports that I produce, having reviewed the data available and carried out analysis to identify trends, strengths and weaknesses within the claims team.

London, United Kingdom

Management of a team of travel insurance claims handlers for corporate and leisure policiesRepresenting Collinson in meetings with internal and external clients to ensure Service Level and regulatory requirements were adhered toCarrying out regular performance reviews to ensure that each team member met the necessary Key Performance Indicators

Handling travel insurance complaints in accordance with regulatory guidelines and company standards, communicating the outcome of complaints with the customer both verbally and in writing

Homeworker

Review and assessment of travel insurance claims under various policies.

Certificate Of Higher Education, Education

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