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Customer Service Insurance Broker
2 months ago
About the Role
We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Insurance Broker - Claims Specialist. As a key member of our team, you will be responsible for providing exceptional customer service to our policyholders, ensuring that their queries and concerns are addressed in a timely and professional manner.
Key Responsibilities
- Take inbound calls from policyholders, responding to their queries and concerns in a friendly and professional manner.
- Guide policyholders through the process of making changes to their existing policies, including name and address changes, and more complex changes.
- Using your product knowledge and customer service skills, resolve and offer solutions to policyholders' queries and concerns.
- Build rapport and understanding with each policyholder, ensuring that their needs are met and exceeded.
- Support policyholders who are unable to complete our online journey, providing assistance and guidance as needed.
- Make outbound calls to policyholders to confirm that their policies are correct and up-to-date.
- Manage team diaries and inboxes, ensuring that all communication with policyholders is handled efficiently and effectively.
- Contact policyholders regarding missed payments or debt, and support them with financial difficulties and exploring all options.
- Support policyholders through the claims process, ensuring that their claims are handled promptly and professionally.
- Support policyholders with the cancellation of their policies, ensuring that their needs are met and exceeded.
About You
We are looking for a strong communicator with excellent customer service skills, who is able to adapt their style to meet the needs of each policyholder. You will be energetic and have a positive approach to problem-solving, with a strong ability to understand policyholders' needs effectively and show ownership, empathy, and resolution.
Working Hours
The full-time working hours are 37.5 hours per week. We require you to be available Monday to Friday, 9am-6pm, with a shift pattern of 9am-5pm or 10am-6pm. You will typically work a 7.5 hour shift with an unpaid lunch break, and one in three Saturdays between 9am-1pm (when you work a Saturday, you will get the time off in lieu).
Training
Training will be held in a local hotel full-time for the first 3 weeks, and then the role will be mostly remote with Hub days booked in at least once a month.
Working From Home
You will need a broadband upload and download speed of at least 5 mbps. If you're not sure what your internet speed is, you can check it by 'googling' internet speed test and selecting the 'Run Speed Test' button.
What's in it for You?
You can expect to receive full training and support until you're fully competent in the role. Your training will be remote-based and some on-the-job, with every stage of the training ensuring you're happy and confident with what you've learned.
We believe in the value of developing our people and can offer you genuine career opportunities. Following your initial induction and training, we will provide valuable in-role development, and you'll also have the opportunity to attain accredited industry qualifications.
