Senior Premium Relationship Representative Role
We are seeking an experienced Senior Premium Relationship Representative to support our Retail Pod structure and assist with day-to-day activities.
* Ensure that all KPIs including productivity and internal quality and risk measures are met across Life, Health and AIA Vitality.
* Utilise coaching concepts and methodologies to build service/technical skills for the Premium Relationship and Account.
* Understand intra-day management of workflows and be available to support Premium Relationship Representatives on problem solving and escalation requests.
* Run weekly huddles and update the full Premium Service Team on latest process updates, remediations and projects.
* Assist with Premium & Account Service Onboarding Program for new starters both External & Internal hires.
* Assist the Premium Relationship Team Manager to report on performance metrics to better understand areas on opportunity within the Premium Service Team.
* Retention support based on activity from advisers as a part of our Premium Service offering. Including the proactive weekly management of lapse propensity reporting, for both panel, Premium Service advisers and/or as instructed.
* Lead and influence a culture of continuous improvement across the broad Premium and Account Service Team.
The ideal candidate will have prior Risk Insurance experience with a strong focus on compliance and quality, demonstrated ability working in high volume, fast-paced Customer Service/Contact Centre environment, proven experience working with Financial Advisers and Financial Practice staff, excellent communication skills both written and verbal, well-developed rapport building and customer engagement skills, exceptional organisational and time management skills, and a strong work ethic with a high level of personal accountability.
Why Choose This Opportunity?
* Access our training and development to build on your current skills.
* Career development through internal mobility opportunities.
* Make a difference to someone's life every day by working with a business helping millions of Australians.
* Enjoy wonderful Health and Wellbeing initiatives that support you.
* Work with supportive and inclusive managers.
* Flexible working arrangement.