Policy Specialist

2 weeks ago

Bexhill, East Sussex, United Kingdom Hastings Direct Full time £23,500
Job Purpose:

As a Policy Specialist, you will play a vital role in protecting our business against potential policy fraud by validating customer policies and ensuring they contain the correct information. Your primary responsibility will be to balance a varied portfolio of customer policies, validating them through direct checks with customers or authenticating documents.

Key Responsibilities:

  • Validate a portfolio of policies within agreed timeframes, identified as having application fraud indicators of varying complexity.
  • Evaluate risk information efficiently and accurately by reviewing information and documents received via various communication channels.
  • Ensure 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.
  • Service inbound and outbound calls from customers, internal colleagues, and external parties.
  • Maintain service level agreements for your portfolio of work and cases assigned.
  • Review received 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.
  • Champion a collaborative approach with various colleagues and stakeholders throughout the organization.
  • Strive to exceed individual KPIs and goals, taking ownership of personal development.
  • Maintain customer-centricity, ensuring customers are treated fairly, and the right outcome is achieved.
  • Meet customers' fair and reasonable expectations, challenging peers and managers where processes and procedures do not meet these expectations.
  • Complete training as mandated by the company and regulated by the FCA.
  • Demonstrate professional behavior while respecting and valuing colleague similarities and differences.

Requirements:

  • Apply a data-driven and analytical approach to policy validation.
  • Demonstrate active listening 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 necessary systems.
  • 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.
  • Able to adapt to change and new ways of working.

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