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Insurance Customer Service Representative
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About the Role
We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Insurance Broker. As a key member of our team, you will be responsible for providing exceptional customer service to our policyholders, ensuring that their queries are resolved efficiently and effectively.
Key Responsibilities
- Respond to inbound calls from customers, providing support and guidance on their existing policies.
- Guide customers through the process of making changes to their policies, including name or address changes, or more complex modifications.
- Utilize your product knowledge and customer service skills to resolve customer queries and offer solutions.
- Build rapport and understand each customer's requirements, providing personalized support and guidance.
- Support customers who are unable to complete our online journey, providing alternative solutions and assistance.
- Make outbound calls to customers to confirm policy details and ensure accuracy.
- Manage team diaries and inboxes, ensuring seamless communication and collaboration.
- Contact customers regarding missed payments or debt, providing support and guidance on financial difficulties and exploring all options.
- Support customers through the claims process, providing guidance and assistance as needed.
- Support customers with policy cancellations, ensuring a smooth and efficient process.
About You
We are looking for a strong communicator with excellent verbal skills, able to adapt their style to each customer. You will be energetic and have a positive approach to problem-solving, with a strong ability to understand customer needs and provide effective solutions.
Requirements
- Strong communication skills, with the ability to adapt your style to each customer.
- Energetic and positive approach to problem-solving.
- Ability to understand customer needs and provide effective solutions.
- Self-motivated and driven, with a strong ability to meet and exceed performance targets and KPIs.
Working Hours
The full-time working hours are 37.5 hours per week. We require you to be available Monday to Friday, 9am-6pm, with a shift pattern of 9am-5pm or 10am-6pm. You will typically work a 7.5 hour shift with an unpaid lunch break, and one in three Saturdays between 9am-1pm.
Training and Development
We offer comprehensive training and development opportunities, including remote training and on-the-job support. You will have the opportunity to attain accredited industry qualifications and develop your skills and knowledge in a supportive and collaborative environment.
