Day to day responsibilities of the Customer Service Representative
* Customer Service processing Aviva travel customers policies
* Handling call demand for our banking partner. Dealing with Travel Insurance policies underwritten by Aviva to process medical & trip upgrades for customers
* Dealing with complex medical queries and screening customers' medical conditions
* Adhering to mandatory call scripts on all calls
* Using multiple systems simultaneously
* Owning and handling FCA regulated complaints through to completion
* Have direct responsibility handling underwriting risks and will deal with these queries with caution and customer protection at the forefront of your mind
* Identifying and recording vulnerability, where patience, empathy and support are critical
* Complying with strict FCA regulations around compliance with a key focus on customer protection, Whilst this is a Work From Home opportunity, you must ensure you are free from any caregiving responsibilities during all shift times. For example, you are required to have full childcare arrangements in place
* It is imperative that you maintain a professional working environment as you would if you were coming to an office
* It is your responsibility to ensure you have a dedicated workspace free of noise and distraction to comply with your contractual obligations
* This includes the requirement of your workspace/room to be clear of any mobile phones or other electronic devices whilst you are at your workstation
* You enjoy working with others and you like working as a team player
* You can speak and write clearly and in a confident manner
* You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others
* You are able to be open to different ways of thinking and new ideas
* You are able to think logically when making decisions
* Having a forward thinking mindset focused on resolving challenges
* Taking ownership, not being afraid to take on new tasks, develop and have a self-driven mindset
* Must be proficient in using/navigating PC systems within a fast-paced environment
* Fantastic verbal/communication skills
* Comprehensive experience within a customer service environment
* Have an open mind and positive attitude in response to feedback to help you improve
* The ability to establish collaborative customer relationships
* A good attitude and the ability to interact with lots of different people
* Strong written skills with the ability to show attention to detail
* Professional and friendly manner
* A good, consistent typing speed
* Take ownership of situations with positivity, resilience, and a dedicated approach to providing service excellence
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