Commercial Insurance Advisor

Closing date
2020-10-02
Reporting to
Commercial Manager
Location
To be discussed at Interview
Work hours
40 hours per week

Job description

PURPOSE OF THE ROLE

 To work within the Customer Services team responding to customer enquiries regarding new & existing policies in an appropriate manner.

 To administer renewals within service standards.

 To issue documentation within service standards.

 To support the firm’s goals by demonstrating excellent customer service skills.

KNOWLEDGE & EXPERIENCE

 Educated to GCSE standard including Maths and English.

 One year within a Commercial Insurance Department

 Has undertaken (or is willing to undertake) relevant customer service and insurance training.

 Good keyboard skills and knowledge of Microsoft Office, email and internet.

SKILLS REQUIRED

 Excellent telephone manner, customer service skills and the ability to work under pressure.

 Effective communication skills.

 Ability to gather and analyse information from the customer.

 Ability to identify and match the products available with customer requirements.

 Ability to identify and respond appropriately to an individual customer’s level of understanding.

 Ability to persuade and influence others.

EXPECTED BEHAVIOURS

 Act in an honest and open manner at all times with both the customer and the firm in all matters.

 Have a customer focused approach.

 Ensure that business transactions are conducted in a way that is clear and straightforward.

 Act with integrity by demonstrating fairness and impartiality.

 Actively seek feedback from customers and report such feedback to the appropriate member of staff.

ACCOUNTABILITIES / RESPONSIBILITIES

 To take initial calls from customers regarding mid term adjustments and existing policy renewals, working within the guidelines provided at all times.

 To process and resolve customer requests in a polite and efficient manner.

 To comply at all times with the requirements of the firm’s own procedures, the Financial Services and Markets Act 2000 and FSA regulations.

 To be aware of, and to follow at all times, the firm’s policy on Treating Customers Fairly.

 To be aware of, and to follow at all times, the firm’s standards of ethical behaviour.

 To maintain professional competence by complying at all times with the Training and Competence procedures of the firm.

 To maintain customer records accurately and securely, in accordance with firm’s own record keeping requirements and following data protection rules.

 To support the department in administration duties and complete all supporting documentation in a timely, accurate and compliant manner.

 To promote the company through charity, community and any other brand awareness events.

 Notify policy underwriters of any adjustments, calculate any premium changes and arrange remittance of premium refunds.

 To support the departmental Key Performance Indicators and sales targets as directed by the Operations Manager.

 To undertake all other duties as reasonably required and directed.

SPECIFIC KEY TASKS & TARGETS

To be specified as appropriate, in advance for each Performance Review Period.



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