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Job description

Customer Service Advisor based in our Larne Office.

Responsibilities

• To take initial calls from customers regarding midterm adjustments and existing policy renewals, working within the guidelines provided at all times.
• To process and resolve customer requests in a polite and efficient manner.
• Notify policy underwriters of any adjustments, calculate any premium changes and arrange remittance of premium refunds.
• To be aware of, and to follow at all times, the firms policy on Treating Customers Fairly.
• To be aware of, and to follow at all times , the firm's standards of ethical behaviour.
• To maintain professional competence by complying at all times with the Training and Competence procedures of the firm.
• To maintain customer records accurately and securely, in accordance with firm's own record keeping requirements and following data protection rules.
• To support the department in administration duties and complete all supporting documentation in a timely, accurate and compliant manner.
• To promote the company through charity, community and other brand awareness events.
• To comply at all times with the requirements of the firm's own procedures, the Financial Services and Market Act 2000 and FSA regulations.
• To undertake all other duties as reasonably required and directed.
• To support the departmental Key Performance Indicators and sales targets as directed by the Managing Director.
• To work within the Customer Services team responding to customer enquiries regarding new & existing policies in an appropriate manner.
• To administer renewals within service standards.
• To issue documentation within service standards.
• To support the firm’s goals by demonstrating excellent customer service skills.

Skills and Qualifications

Essential Skills

• Educated to GCSE standard including a minimum of grade C in Maths and English (or equivalent).
• Has undertaken (or is willing to undertake) relevant customer service and insurance training.
• Good keyboard skills and knowledge of Microsoft Office, email and internet.
• Excellent telephone manner, customer service skills and the ability to work under pressure.
• Effective communication skills.
• Ability to gather and analyse information from the customer.
• Ability to identify and match the products available with customer requirements.
• Ability to persuade and influence others.

Desirable Skills

• Previous experience within the insurance industry would be preferred but not essential.