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Policy Review Specialist

2 months ago

Bexhill, East Sussex, United Kingdom Hastings Direct Full time
Job Title: Policy Review Advisor

Job Summary:

We are seeking a 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:

Hastings Direct is 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.