Job Summary
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, responding to written and verbal enquiries received from policyholders and IFA's for their contracts.
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 written enquiries received from policyholders and IFA's
2. Process policy claims, alterations and servicing actions on life and pension policies, in priority order as determined by the Company Work Management System, to maintain day to day service standards to agreed levels.
3. To ensure that checklists are used for all relevant cases, that they are fully completed, signed appropriately (by administrator and authoriser) and retained on the file.
4. Respond to customer requests by written response in a professional manner in order to maintain good customer relations.
5. To record details of incoming post to the Company Work Management System, in order for work to be scheduled to the individual and the team.
6. 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.
7. To assist in the development of services to current Customers by offering appropriate solutions to any problems.
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 participate in project work where required whether sponsored by the department or other areas of the company.
14. To undertake any other duties as may be deemed appropriate by the Team Leader.
Skill Requirements
Demonstrable knowledge and understanding of the administration of life and/or pensions products.
Other Requirements
Have achieved, or be willing to undertake the Certificate in Financial Administration CII
Experience of working in financial services.
Previous experience of working in a customer service role