JOB DESCRIPTION
Position: Assistant Underwriter Department: Underwriting Department
Reporting to: Underwriting Manager
Scope of role:
To provide an efficient and effective service to new and existing customers in a polite and courteous manner that enhances the relationship with the company, ensuring all calls are dealt with in accordance with Company guidelines, compliance and Data protection regulation. You'll underwrite and service existing accounts with the expertise and support of a team of experienced underwriters
Key Responsibilities:
* Deal with incoming enquiries from brokers, agents and direct clients
* Make outbound calls to customers
* Query resolution
* Achieve productivity, performance & quality targets
* Develop and maintain a positive working relationship with customers
* Operate as an effective team member
* Adhere to company policy and procedures
* Ensure compliance with telephone script guidelines and quality targets
Relationship/Position in Organisation
* Relationship: Underwriting Department
* Direct Reports: None
Main Duties:
* Deal with and distribute incoming calls appropriately and in line with the restrictions of your licence. Taking messages and transferring calls where necessary
* Underwrite and service existing accounts with the expertise and support of a team of experienced underwriters
* Screen and assess incoming event queries and applications. Obtain additional information on event risks if required within your license
* Manage the policy booking process through all stages to completion, including uploading the policy; processing payment; sending policy documents and all other related tasks
* Maintain accurate customer information records during and at the end of call to ensure we have a customer history
* Make outgoing calls to customers who have completed the online application to answer any queries and help them with the application process with the ultimate aim to complete the policy
* Establish the customers needs by questioning appropriately and offer the opportunity and present the benefits on every call relating to the customer needs
* Ensure customer calls are dealt with in accordance with the standards and service level agreements of the department
* Call back customers who have phoned in the previous night when the office is closed and deal with their query in line with the standards and service level agreements of the department
* Resolve customer complaints and queries by investigating their history and liaising with internal operational management to provide a quick and effective solution to maintain a superior customer experience
* Maintain and improve knowledge and skills by completing CPD hours, attending training and working towards/obtaining qualifications
* Carry out various administrative duties including but not limited to coding proposal forms, photocopying, data entry, scanning documents and uploading them; collating and updating contact information for Agents & Brokers on our system; assist with dispatching renewal invitations via email and post.
* HMT diary - research three policies per day and record the outcome, escalating any concerns to the Underwriting Manager
* Any other related duties as required
Benefits:
* Cert CII insurance qualifications paid for and mentored by the Company
* On-site parking
* Casual dress
* Company pension scheme
* Flexible work from home (After initial working period has been met)
* Team events
* Birthday and christmas gifts
Job Types: Full-time, Permanent
Pay: £25,418.00-£26,418.00 per year
Work Location: Hybrid remote in St. Leonards and St. Ives West BH24 3PB