Job Summary

Purpose of the role 
•    To assist the Team Leader in ensuring the timely and accurate delivery of service 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 enquiries received from policyholders and IFA's for the contracts in UK.
•    To take responsibility for achieving individual productivity and quality targets and positively contributing to the achievement of SLA's.
•    Provide real time support to administrators, handle escalations and coach administrators as and when required
•    Bridge the knowledge gap and clarify process queries as and when raised
•    Readiness for transitioning new activities and ability to knowledge transfer
•    Develop and encourage continuous improvements like Kaizens, six sigma projects

Key Responsibilities

Key tasks and responsibilities  
•    To respond to written enquiries received from policyholders and IFA's
•    Process all insurance related back office operations work like policy claims, alterations and servicing actions on life and pension policies, as determined by the Company Work Management System, to maintain day to day service standards to agreed levels.
•    To ensure consistently high quality standards as per agreed levels.
•    To understand the Customer query and Respond to customer in a professional manner in order to maintain good customer relations.
•    To Follow proper ID&V Procedure prior to responding to customer queries
•    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.
•    To assist in the development of services to current Customers by offering appropriate solutions to any problems.
•    To participate fully in departmental and team meetings in order to relay information and promote effective communication and suggest process improvements as appropriate.
•    To work with colleagues towards operating self-managed teams.  
•    To work within UK industry compliance and legislative requirements under the guidance of the team Leader, ensuring compliance with controls and procedures
•    To participate in project work where required whether sponsored by the department or other areas of the company
•    To undertake any other duties as may be deemed appropriate by the Team Leader and any higher officials.

Skill Requirements

Specific Job Skills 
Essential
•    Fairly good Desktop Skills like MS Office.
•    Good Communication / Interpersonal skills

Desirable
•    Demonstrable knowledge and understanding of the administration of life and/or pensions products
•    Can be provided with the required trainings.

Education/Qualifications/ 
Training 
Essential
•    Any graduate having at least 15 years of education. 
•    Basic knowledge of Insurance

Desirable
•    Have achieved, or be willing to undertake the Certificate in Financial Administration.
•    Masters Degree would be added advantage.
•    Certified Insurance Personnel preferred

Other Requirements

Essential Experience
•    Two Years’ Experience in Insurance / financial services preferred
•    Previous experience in a customer service role