Assistant Broker / Broker - Claims

Role Summary

The role of Assistant Broker/Broker is to provide dedicated support to the Bank of Valletta Travel and Purchase Protection team to ensure the delivery of an exceptional claims service to clients. Manage coverage extensions under the BOV travel policy for credit card holders, and handle Travel and Purchase Protection claims for Gold, Platinum, and Skypass cardholders in accordance with the claims authority granted by insurers. Assist with additional claims within the Commercial Claims Department as authorised by Management. Foster team harmony by maintaining open communication, actively listening to colleagues, and ensuring all relevant information is promptly relayed to the Manager.

Primary Responsibilities

•    Manage Travel and Purchase Protection claims for BOV Gold, Platinum, and Skypass cardholders, including issuing travel policy extensions and responding to client queries. 
•    Process claims within assigned authority limits; escalate cases exceeding limits to a superior for review. 
•    Collaborate with insurers, loss adjusters, experts, and clients to ensure timely and policy-compliant claim settlements. 
•    Maintain and monitor claim files, ensuring complete documentation, accurate payments, and smooth coordination with the Accounts department. 
•    Address and resolve claim-related issues, escalating to relevant parties when necessary. 
•    Liaise with the Compliance Officer and Claims Manager on complaints, ensuring thorough documentation and prompt communication. 
•    Support external specialists (loss adjusters, legal advisors, medical experts) by keeping detailed records and following up on agreed actions. 
•    Handle daily correspondence (calls, emails, mail) with claimants, insurers, legal and medical professionals. 
•    Request and forward monthly reports from Mapfre MSI to insured clients as needed. 
•    Coordinate with the Accounting and Finance Department to ensure correct invoicing and settlement of extensions; follow up on unpaid invoices and assist with resolution. 
•    Guide the travel team to uphold high customer service standards and performance. 
•    Maintain a customer-focused approach throughout all claim stages, ensuring expectations are met. 
•    Identify and communicate policy flaws to improve service quality and claim settlement rates. 
•    Update Insight with claim estimates and settlements; ensure Portal status reflects current claim progress. 
•    Immediately update the Claims Payment Sheet upon receipt of signed discharge forms or luggage bills. 
•    Participate in departmental and cross-functional committees or working groups.
•    Perform additional duties as assigned by Senior Management, or Core Team. 

Skills, Experience & Attributes

•    Ideally a minimum of 2 years insurance experience with a focus on claims handling.
•    Strong communication skills with clients, insurance representatives, and internal stakeholders. 
•    Collaborative team player who supports departmental cohesion and maintains open communication with leadership. 
•    High level of accuracy and attention to detail. 
•    Excellent verbal, written, and interpersonal skills. 
•    Ethical and reliable, with adherence to legal and regulatory standards. 
•    Proactive in escalating concerns and offering solutions to management. 
•    Skilled in updating databases, systems, and documentation consistently. 
•    Effective liaison between staff and management, with the ability to identify and address potential conflict areas. 
•    Strong listening and clear communication abilities. 
•    Excellent administrative and organisational capabilities. 
•    Timely and accurate claims handling, with a focus on client satisfaction and retention. 
•    Commitment to continuous learning through regular training sessions. 
•    Preparedness for compliance reviews through up-to-date documentation. 
•    Goal-oriented, with annual performance objectives guiding development.

Closing date

23rd January 2026