Job Overview
We are seeking a skilled customer service professional to provide exceptional experiences to internal and external clients.
The successful candidate will be responsible for maintaining high-quality relationships with customers, ensuring seamless administrative support and enabling them to achieve their goals and strategy.
Key Responsibilities
* Maintain existing policies, renewals, reinvestments, and reinstatements.
* Provide proactive telephone services demonstrating accuracy of information, strong regulatory compliance, and adherence to company procedures.
* Support new business operations, including liaison with clients, advisers, underwriting, and partners.
* Conduct policy administration for in-force business, including policy changes, customer or adviser enquiries, and investigations.
* Resolve customer complaints and issues efficiently, negotiating solutions with clients as required.
* Manage email correspondence on a daily basis, responding to customer enquiries in a timely and efficient manner.
Administrative Support
* Bank cheques for policies and claims within the required timeframe.
* Index mail in the workflow system within the required timeframe.
* Manage invoices and cheques, raising claim invoices on the policy admin system and sending out as needed.
* Archive and retrieve boxes or documents as requested, within 24 hours of receipt of request.
Requirements
* Minimum 2 years' experience in a call centre or administration role.
* Desirable experience in Life Insurance and/or Finance Industry related telephone service and processing operations.
Preferred Skills and Qualities
* Positive and enthusiastic attitude.
* Open communication and knowledge sharing.
* Excellent time management and prioritization skills.
* Ability to work well under pressure in an evolving environment.
* Superior customer service capabilities.
* Strong computing skills and literacy.
* Outstanding written and verbal communication skills.