Job Summary

To assist the Team Leaders in ensuring the timely and accurate delivery of complaint resolution in accordance with mutually agreed service level agreements (SLA) and other agreed deadlines and to ensure that regulatory and audit requirements are met.
To provide an excellent and efficient service to our customers' policyholders, responding to written and verbal complaints received from policyholders and IFA's.
To take responsibility for achieving individual productivity and quality targets and positively contributing to the achievement of SLA's.
All staff should be customer focused, to adapt to the needs of our Clients and represent a friendly and professional image of the Company.

Key Responsibilities

Key tasks & responsibilities
1.To respond to complaints received from policyholders and IFA's received via multchannels.
2.Process complaints on policies in priority order as determined by the Company Work Management System, to maintain day to day service standards to agreed levels.
3.Liaising with internal and external parties to discuss specific complaints to achieve appropriate outcomes for customers.
4.Respond to customer complaints via a written response conducted in a professional and considerate manner to maintain good customer relations.
5.Respond to customers ensuring that they are treated fairly and that a high level of service is delivered.  Keeping customers informed of any delays in accordance with procedures and customers expectations.
6.Liaising directly with other departments within HCL to improve service and to suggest improvements where appropriate.
7.Bring to the immediate attention of Senior Management any issues or concerns that could have a detrimental impact on either HCL or our clients reputations.
8.To participate fully in departmental and team meetings in order to relay information and promote effective communication and suggest process improvements as appropriate.
9.To work with colleagues towards operating self managed teams.  
10.To work within industry compliance and legislative requirements under the guidance of the Team Leader, ensuring compliance with controls and procedures.
11.Ensure that data security precautions are undertaken at all times to prevent the possibility of identity theft.
12.Ensure that all policy fraud controls are followed to prevent fraudulent transactions against policies. 
13.To undertake any other duties as may be deemed appropriate by the Team Leader.

Skill Requirements

Desirable Education/ Qualifications/ Training
* Have achieved, or be willing to undertake the Certificate in Financial Administration.

Essential Special Skills/ Knowledge 
* Demonstrable knowledge and understanding of the administration of life and/or pensions products

Other Requirements

Essential Experience
Experience of working in financial services.

Desired Experience
Previous experience of working in a customer service role
Experience of working with the Capsil and VAX systems