Operations Assistant

1 month ago

Birmingham, United Kingdom BHSF Ltd Full time

Job Advert

As a member of the BHSF staff and assists and contributes to the operational effectiveness of the department and the company's objectives.

**Key Responsibilities**
- To communicate effectively and assess and validate policyholders' claims within the scope of the policy terms.
- To ensure processing claims, bacs transfers, claims checking and query handling and using the portals are dealt within the recommended timescale.
- To notify the After Sales Team of amendments to the database records using the portals when required.
- To provide professional and efficient customer service, resolving issues whenever possible or referring and following up.
- To develop systems/product knowledge and understanding of core business processes, to operate as an efficient member of the team.
- Production and verification of system letters.
- To deal with customer complaints according to the company policies and procedures.
- Professional handling of incoming telephone claims queries within the team targets.
- To obtain knowledge about at least one area of specialist claims, such as personal accident or diagnostic scans.
- To monitor the post being sent to and from a third party, to ensure the quality of our customer communications, and resolving any queries or errors in collaboration with other teams.
- Printing letters from all departments across the business, sorting, and mailing post and parcels daily.
- Assisting with receiving deliveries and offering a professional and warm welcome to visitors.
- To provide adequate cover for other teams/functions in times of absence, sickness or peak demand.
- To carry out appropriate administrative and general duties as may be required by the Assistant Manager.
- Be aware and understand the regulatory framework BHSF operates within and to provide a sufficient service to customers.
- To undertake and pass mandatory tests and training and to continually develop competencies and technical capability.
- To Audit Claims at £200 plus and checking unpaid payments, payment advice, cancelling cheques not received and reprocessing.
- Ensuring all relevant guidelines are followed accordingly during day to day tasks.
- To maintain Courtesy, professionalism and high standards of presentation in all communications with customers and potential customers
- To perform all tasks and duties when required providing flexibility and covering a team working environment
- All employees are responsible for ensuring the protection of personal data, as such you are required to actively engage with all requests relating to data. protection and proactively ensure compliance with GDPR and the DPA when handling any personal, special category or criminal conviction data. You must report data incidents in-line with Company Policy. You must understand and comply with obligations under the Company’s data protection, information. security, GDPR, DPA and FCA regulations and other relevant policies.
- Operates within defined risk appetite levels, and within the context of the
- Enterprise Risk Management Framework (ERMF), Risk Strategy, and all associated policies.
- To meet all the requirements of the regulatory e-learning, including caring for vulnerable customers, and the associated company policies.
- Ensure compliance with the company health and safety rules and requirements, ensuring own safety and that of colleagues at all times; raising risks identified immediately and following all health and safety instructions.
- At all times, ensure that customers are put first in everything we do, following ll policies and procedures, especially those relating to The Consumer Duty

**Knowledge and Experience**:

- Experience of working in a busy office environment.
- Experience of answering customer telephone calls.
- Experience of working in a paperless office.
- Minimum 12 Months experience within a similar role.

**Skills**
- Ability to consistently deliver quality work and be self-motivated.
- Good administration skills.
- Ability to respond to customer needs by appropriately researching and solving queries.
- Polite and professional telephone manner.
- Strong in use of computer technology.

**Personal Qualities**:

- Good eye for detail
- Use of online portals to process transactions.
- Communicates clearly with consideration for others.
- Reliable, punctual, and organised.
- Flexible attitude towards work, willing to learn.
- Strong sense of team; good interpersonal skills
- Effective listener.

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