Customer Service Representative Job in Kingston Upon Thames Kt1 1Ph, Southern Uk
Job scope
The successful candidate will be responsible for a range of duties related to the administration of a range of insurance products including Home, Let, Life, Mortgage and Pay Protect and the 08000 Help-me product. This is a fantastic opportunity to work in the financial services and be part of a rapidly growing organisation. You will receive full training for the role; however experience in the field of insurance is desirable.
Your main responsibilities include (but are not limited to)
General
· To deal with incoming calls in a prompt, professional and compliant manner.
· To meet the documented service levels for all products.
· To provide cover for the Office Administrator in his/her absence.
· From time-to-time, carry out any other work necessary to ensure that the office and insurance administration function effectively.
Home and Let Protect
· Dealing with customer requests for:
1. New policies.
2. Mid-term alterations to policies.
3. Policy cancellations.
4. Policy reinstatements.
5. Replacement documents.
· Handling referrals – liaising with Heath Lambert’s underwriting team and customers regarding referred quotations.
· Renewals processing
1. Reviewing the pre-renewal audit report and dealing with any exceptions.
2. Processing the daily renewal invitation run and ensuring that either automatic or manual invitations are issued for all policies due for renewal or that customers are notified if we cannot offer terms on renewal.
3. Actioning renewal chasers on annual policies.
4. Processing renewal updates.
5. Issuing lapse letters for un-renewed policies.
· Dealing with customer enquiries regarding their policies.
· Handling queries from Heath Lambert’s claims’ department.
· Credit control
1. Reviewing Premium Credit’s daily report.
2. Calling customers to attempt to recover outstanding premiums, reinstate direct debit mandates etc.
3. Issuing stage one credit control letters.
4. Cancelling policies where payments are not brought up-to-date and issuing second stage credit control letters.
Life Protect
· Monitoring progress of applications and updating information.
· Calling customers to clarify/chase outstanding information. This may include helping customers to complete the forms, or completing them over the telephone and sending them out for signature.
· Issuing standard letters to customers.
· Chasing insurance companies regarding delays to underwriting or the issue of policies.
· Dealing with customer queries regarding new and existing policies.
Mortgage and Pay Protect
· Dealing with customer requests for new quotations or new policies.
· Liaising with insurers regarding customer queries.
08000 Help-Me
· Dealing with customer queries regarding their 08000 policies
· Dealing with customer requests, by telephone or in writing, to cancel policies within the 14-day cooling-off period
· Downloading and printing documentation including processing replacement document requests
Additional responsibilities
Leadservice
· When resources permit to follow up sales leads on Home, Let, Pay and Mortgage Protect to attempt to convert quotes to sales.
User testing
· To carry out user testing as required on Webmoney, Transactor and the aggregator websites, e.g. Money Supermarket, Go Compare and Confused.com
Home Assist
· Notifying customers that we are unable to renew their Home Emergency Cover.
Qualifications experience
· Minimum of 1-2 years experience of working in a busy Customer Services environment ideally in the financial services industry
· Ideally some financial services qualifications.
· Working knowledge of Microsoft Office particularly Word and Excel
Personal characteristics
· A positive, can-do attitude a passion for providing a high quality service to customers
· Good written and spoken English
· A structured and organised approach to working
· Ability to multi-task and work under pressure
· Excellent telephone manner