Customer Service Executives (Broker Services Specialist) - Basingstoke

Simple Recruitment Services Limited
16 Apr 2017
16 May 2017
Contract Type
Full Time

Simple Recruitment Services are currently recruiting a number of Broker Services Specialists for our prestigious client in Basingstoke.

Key Accountabilities:
•Classify incoming requests via our workflow system including securing further information from the broker to enable processing.
•Prepare and set up quotes (unlimited lives)
•Learn how to identify adverse risk
- Proactively managing quote target dates with the customer and internally, ensuring completed quote meets broker requirements
•Produce and issue quotes under 1000 lives
•Proactively manage and understand the needs of customer relationships to help retain existing business and encourage growth
•Perform regular data and premium chasers for policy anniversaries
•Deal with day to day enquiries by both telephone and email in a timely manner
•Manage the production and distribution of policy anniversary documentation
•Complete the on-boarding process in a timely manner
•Follow agreed procedures to ensure quality levels and compliance targets are met consistently and contribute to the smooth running of the team
•Establish and maintain effective relationships with colleagues throughout the business to ensure we continue to provide the best quality service to our customers through efficient work practices.
•Take responsibility for own development by actively seeking opportunities to improve own performance & ensure your agreed Personal Development Plan is progressed
•Actively support and participate in the continuous improvement process
•Ensure the continued protection of the companies information, by following all applicable Information Security policies and procedures and by reporting suspected weaknesses in information security controls to the Information Security Officer.
•Maintain accurate scheme records to ensure that the information used to deal with customer queries is correct and the data held on our systems is accurate and conforms to company requirements
•Understand how Treating Customers Fairly (TCF) and Risk Management relate to both your own role and your divisional activities and highlight any opportunities for improvement and help embed & promote TCF throughout the Team.

Required Knowledge and Skills:

•Develops solid knowledge of the Group Risk marketplace and Group products
•Develops knowledge of processes in other company business areas and their impact on Group Business processes
•Basic understanding of the customer feedback process
•Basic understanding of service level agreements and business targets
•Develops knowledge of corporate regulatory framework and standards including TCF, Risk Management and other Corporate programs

•Solid relationship management skills
•Good prioritisation and organisation skills
•Ability to use all relevant Group Business systems
•Solid mathematical/numerical skills
•Ability to interpret information and make appropriate recommendations / take appropriate action.
•Analytical and problem solving skills
•Initiative, negotiation and decision making ability

Training Requirements:
•Compulsory Annual Training
•Group Business - Job Specific Training
•Ongoing professional development

Minimum entry criteria:
•PC Literate including Word, Excel and Outlook.
•Experience in a financial service environment.
•Ability to interpret written instructions, methodical, accurate and numerate.
•Experience in a computerised and customer focused office environment.
•Good communication skills both written and verbal.
•Has integrity to deliver on commitments to meet targets and deadlines.
•Ability to work as a team member as well as on own initiative.
•Ability to identify problems applies critical, logical reasoning to resolve issues.