Insurance Policy Compliance Specialist

3 weeks ago


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

Estimated Salary: £23,500 per annum with opportunities for long-term career progression and salary increases.

Role Purpose

You will be a key member of our team at Hastings Direct, responsible for protecting the business against potential policy fraud by validating customer policies and ensuring they contain accurate information. Your primary objective will be to balance a diverse portfolio of customer policies, validate them through various checks (directly with customers or by authenticating documents), and review risk information in a timely manner.

Key Accountabilities
  • Validate policies within agreed timeframes identified as having application fraud indicators of varying complexity.
  • Evaluate risk information efficiently and accurately by reviewing received documents via multiple communication channels.
  • Ensure policies meet customers' needs, offering suitable levels of cover with relevant risk information for optimal outcomes.
  • Identify and address deliberate and unintentional policy misrepresentation.
  • Manage inbound and outbound calls from customers, colleagues, and external parties effectively.
  • Maintain service level agreements on assigned work and cases.
  • Verify authenticity of received documents, taking necessary actions when required.
  • Support customers with complaints, achieving satisfactory resolutions.
  • Demonstrate attention to detail, strong communication, and interpersonal skills.
  • Foster collaboration with various colleagues and stakeholders throughout the organization.
  • Exceed individual KPIs and goals, prioritizing personal development.
  • Embody our 4Cs values and adhere to internal and external policies, regulated procedures, and FCA legislation.
  • Prioritize customers' interests, questioning processes where necessary and addressing any activities that do not align with these expectations.
  • Complete mandatory training as directed by the company and mandated by the FCA.
  • Achieve and demonstrate competence levels required for job responsibilities.
  • Conduct professional behavior while respecting colleague similarities and differences.
Required Skills and Qualifications
  • Apply data-driven analytical approaches to policy validation and document evaluation.
  • Demonstrate active listening to detect potentially deceptive behaviors.
  • Naturally lead conversations.
  • Organize tasks effectively, prioritize work, and meet deadlines.
  • Proficient IT skills, utilizing necessary systems for the role.
  • Microsoft Office Suite proficiency.
  • Strong written communication skills.
  • Experience working in customer-facing environments with performance targets.
  • Basic understanding of Motor Insurance principles.
  • ID vulnerable customers and provide support.
  • Familiarity with GDPR and data protection compliance requirements.
  • Ability to adapt to change and new work methods.
Desirable Skills and Qualifications
  • Contact Centre experience.
  • In-depth knowledge of the motor Quote to Sale and Retention customer journey.
  • Insurance industry expertise.
  • Understanding of risk profiles, quote manipulation elements, and different data types.


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