Policy Review Specialist
2 weeks ago
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:
- Validate a portfolio of policies within agreed timeframes, identifying and addressing application fraud indicators of varying complexity.
- Ensure risk information is validated efficiently and accurately by reviewing documents and information received via various communication channels.
- Verify that policies meet customers' needs and have the appropriate level of cover with correct risk information to support good outcomes.
- Identify and act on deliberate and unintentional policy misrepresentation.
- Provide excellent customer service, handling inbound and outbound calls from customers, internal colleagues, and external parties.
- Meet service level agreements on your portfolio of work and cases assigned to you.
- Review documents to ensure they are genuine and valid, taking appropriate action where necessary.
- Support customers with complaints effectively, achieving good outcomes.
- Demonstrate attention to detail, excellent communication, and interpersonal skills.
- Collaborate with colleagues and stakeholders to achieve shared goals.
- Take ownership of personal development, striving to exceed individual KPIs and goals.
- Adhere to internal and external policies, regulated procedures, and FCA legislation, upholding our 4Cs values.
- Ensure customer experience is at the heart of everything we do, treating customers fairly and achieving the right outcome.
- Meet customers' fair and reasonable expectations, questioning and challenging peers and managers where necessary.
- Complete mandated training and achieve required levels of competence to fulfill job requirements.
- Demonstrate professional behavior, respecting and valuing colleague similarities and differences.
Requirements:
- Apply a data-driven and analytical approach to policy validation and document review.
- Demonstrate active listening to identify potentially deceptive behaviors.
- Lead conversations naturally and effectively.
- Organize work efficiently, prioritizing tasks and meeting deadlines.
- Use systems necessary for the role, with competent IT skills.
- Microsoft Office Suite proficiency.
- Strong written communication skills.
- Experience working in a customer-facing environment with targets.
- Basic understanding of Motor Insurance.
- Identification and support of vulnerable customers.
- Knowledge of GDPR and data protection compliance requirements.
- Ability to adapt to change and new ways of working.
Desirable:
- Contact Centre service experience.
- Expert understanding of the motor Quote to Sale and Retention customer journey.
- Insurance industry knowledge.
- Understanding of risk profiles, quote manipulation, and different data types.
About Hastings Direct:
We are an equal opportunities employer, treating people fairly and welcoming applications from all suitably skilled persons. We have a thorough referencing process, including credit and criminal record checks.
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