Policy Administrator
1 week ago
**Role: Policy Administrator, iTravel**
**Company**: IMG / Global Response
**Location: Remote or Hybrid [Cardiff or Redhill]**
**Salary**: £20,000 - £24,000 [depending on experience] + benefits
**Hours**: 37.5 per week, and shifts set between 2pm and 11pm, Monday to Friday.
- International Medical Group provides medical assistance and claims handling services to travel insurance policy holders and corporate clients across the globe. Our UK-based operations centre provides round the clock medical assistance to policy holders who suffer injury or illness while travelling overseas, and our dedicated claims team handles a huge range of travel claims from lost luggage to pet care._
The Policy Administrator Call Handler provides outstanding service to our members by answering policy related questions and assisting with proposed changes to their policy.
They will be versed in the products available and carry out any authorized changes requested or pass on any that require additional approval or are more complex while keeping the member updated and informed.
They will process payments over the phone for any quotes agreed for which the member calls to provide card details, while ensuring the maximum security of their card information by way of our call system.
**Key Duties**:
- To process, from request to fulfilment, any amendments to existing policies under the iTravelInsured and IMG Europe schemes
- To answer calls within our required service levels and work to ensure abandoned calls are kept to a minimum, in order to achieve maximum customer service levels
- Assist in processing the Policy Services mailbox is actioned within 2 business days to ensure outstanding customer service to all customers
- Documenting any policy amendments in IMG’s operating and imaging systems
- Assist with group enrollment changes - with training
- Assist with daily stat updates - with training
- To work alongside the Claims Administrator team to aid in the processing of administration tasks for iTravelInsured claims handling, when workload and time permits
**Key skills**:
- Proficiency with Microsoft office suite
- Strong customer service skills, both for telephony and written communications
- Attention to detail is imperative
- Ability to work independently with mínimal supervision
- Service oriented; customer service experience preferred
- Ability to prioritize workload
- Strong written and verbal communication skills
- Ability to be adapted to the needs of the team
**What are you waiting for? We can’t wait to meet you**
We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.
- All interviews, assessments and background checks will continue to take place online, to completely remove the need for face-to-face contact. All IMG colleagues who can work from home should do so; and where it is not possible for colleagues to work remotely, we have taken important steps to protect those working from IMG offices. Social distancing, enhanced hygiene and safety measures are already in place at all IMG locations that are open to protect our colleagues and manage the risk of COVID-19. The welfare of our people is of paramount importance to us, and we’re doing everything we can to keep our colleagues and customers safe during this time._
- IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law._
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