Policy Review Specialist

3 weeks ago

Bexhill, East Sussex, United Kingdom Hastings Direct Full time
About the Role

We are seeking a highly 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 hold the correct information.

Key Responsibilities
  • Validate a portfolio of policies within agreed timeframes that have been identified as having application fraud indicators varying in complexity.
  • Ensure that any risk information is validated efficiently and accurately by reviewing information and documents received via various communication channels.
  • Ensure that policies meet customers' needs and have the appropriate level of cover with the correct risk information to support good outcomes.
  • Identify and act on deliberate and unintentional policy misrepresentation.
  • Service inbound and outbound calls from customers, internal colleagues, and external parties.
  • Ensure service level agreements are met on your portfolio of work and cases assigned to you.
  • Review received documents to ensure they are genuine and valid, taking appropriate action where necessary.
  • Support customers with complaints effectively, reaching good outcomes.
Requirements
  • Ability to apply a data-driven and analytical approach to the validation of policies and documents.
  • Active listening skills to identify potentially deceptive behaviors.
  • Natural ability to lead conversations.
  • Excellent organizational skills with the ability to prioritize work and meet deadlines.
  • Competent IT skills with the ability to use systems necessary for the role.
  • Microsoft Office Suite.
  • 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.
Desirable Skills
  • Contact Centre service experience.
  • Expert understanding of the motor Quote to Sale and Retention customer journey.
  • Insurance industry knowledge.
  • Understanding of risk profiles, different elements of quote manipulation, and different data types.
About Hastings Direct

Hastings Direct is an equal opportunities employer. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment, or marital/family status. We have a thorough referencing process, which includes credit and criminal record checks.

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