Policy Review Specialist

2 weeks ago

Bexhill, East Sussex, United Kingdom Hastings Direct Full time
Job Description

Job Title: Policy Review Advisor

Job Summary:

We are seeking a highly skilled Policy Review Advisor to join our team at Hastings Direct. As a Policy Review Advisor, you will play a critical role in protecting our business against potential policy fraud by validating customer policies and ensuring they hold the correct information.

Key Responsibilities:

  • Policy Validation: Validate a portfolio of policies within agreed timeframes that have been identified as having application fraud indicators varying in complexity.
  • Risk Information Validation: Ensure that any risk information is validated efficiently and accurately by reviewing information and documents received via various communication channels.
  • Policy Coverage: Ensure that policies meet customers' needs and have the appropriate level of cover with the correct risk information to support good outcomes.
  • Deliberate and Unintentional Policy Misrepresentation: Identify and act on deliberate and unintentional policy misrepresentation.
  • Customer Service: Responsible for servicing inbound and outbound calls from customers, internal colleagues, and external parties.
  • Service Level Agreements: Ensure service level agreements are met on your portfolio of work and cases assigned to you.
  • Document Review: Review received documents to ensure they are genuine and valid, taking appropriate action where necessary.
  • Customer Complaints: Support customers with any complaints effectively, reaching good outcomes.
  • Collaboration: Champion a collaborative approach with various colleagues and stakeholders throughout the organisation.
  • Personal Development: Strive to exceed individual KPIs and goals and take ownership of personal development.
  • Regulatory Compliance: Get it right for our colleagues and customers through ownership and adherence to internal and external policies, regulated procedures, and FCA legislation while following our 4Cs values.
  • Customer Experience: Keep the customer experience at the heart of everything we do, ensuring customers are always treated fairly and the right outcome is achieved.
  • Customer Expectations: Ensure that you are meeting customers' fair and reasonable expectations. Question and challenge peers and managers where processes and procedures do not meet these expectations and any activity that does not place customers' interests at the heart of how we do business.
  • Training and Competence: Complete training as mandated by the company and regulated by the FCA. Ensure that you achieve and demonstrate levels of competence required to fulfill job requirements.
  • Professional Behaviour: Demonstrate a professional behavior while also respecting and valuing colleague similarities and differences.

Requirements:

  • Data-Driven Approach: An ability to apply a data-driven and analytical approach to the validation of policies and documents.
  • Active Listening: Demonstrate active listening to identify potentially deceptive behaviors.
  • Conversation Management: Natural ability to lead conversations.
  • Organisational Skills: Excellent organisational skills with the ability to prioritise work and meet deadlines.
  • IT Skills: Competent IT skills with the ability to use systems necessary for the role.
  • Microsoft Office Suite:
  • Written Communication: Strong written communication skills.
  • Customer-Facing Experience: Experience working in a customer-facing environment with targets.
  • Motor Insurance Knowledge: A basic understanding of Motor Insurance.
  • Vulnerable Customers: Identification and support of vulnerable customers.
  • GDPR and Data Protection: Knowledge of GDPR and data protection compliance requirements.
  • Adaptability: Able to adapt to change and new ways of working.

Desirable:

  • Contact Centre Experience:
  • Motor Quote to Sale and Retention: Expert understanding of the motor Quote to Sale and Retention customer journey.
  • Insurance Industry Knowledge:
  • Risk Profiles: Understanding of risk profiles, different elements of quote manipulation, and different data types.

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    {"title": "Policy Review Specialist", "description": "Job SummaryWe are seeking a skilled Policy Review Specialist to join our team at Hastings Direct. As a Policy Review Specialist, you will play a critical role in protecting our business against potential policy fraud by validating customer policies and ensuring they meet the correct information.Key...

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