Responsibilities
* Achieve individual objectives and key performance indicators as set and agreed
* Be an expert in providing holistic insurance reviews for clients, identifying and promoting related insurance products working with both new and existing business clients
* Deliver individual and team new business income and retention targets, service KPIs and meet workflow standards
* Maintain a comprehensive diary system and activity log to manage day to day work
* Manage client relationships when allocated as and when required by the business
* Visit/arrange video meetings with clients when required
* Attend exhibitions in a professional manner when required by the business
* Identify and share market information and trends to your line manager
* Work with your and other teams as required to maximise new and existing client opportunities
* Provide on-hand support and coaching to the team ensuring a consistent approach is adopted for process and advice; making certain all procedures and guidelines are followed
* Support service excellence within the team to maintain a culture of ‘Treating Customers Fairly’ and putting the client first, with consistent delivery of the right customer outcomes
* Support colleagues in their professional development, including qualification, product and technical knowledge and help them to achieve and maintain the required competency levels
* Support your line manager with the organisation and monitoring of daily workflow & productivity for the team as required
* Promote, develop and enable our values and culture within the team
* Assist with competency sign off and complete call and file assessments as and when required
* Continually review and evaluate whether processes, systems and procedures could be improved and assist in implementation where required
* Continuously improve and maintain own technical competence with an in depth knowledge of all relevant products, market trends and underwriting guidelines to effectively handle referrals and a variety of complex work
* Underwrite any scheme policies in line with underwriting levels and referral guidelines
* Provide support and direction to the complaints handler and ensure all complaints handling requirements are met including reporting of all complaints to the relevant person
* Ensure focus on collection of client money within company guidelines
* Ensure claims are handled efficiently, clearly and in good time and followed through to settlement with the client being kept well informed at all times
* Identify and research potential new insurance products and introducers
* Refer to colleagues, mangers, experts or insurers when dealing with issues outside your own experience and knowledge
Skills & Behaviours
* Demonstrate our values of Fun, Supportive, Professional, Working in Partnership and Ambitious
* Inspire people through motivational coaching and training
* Creative and effective in helping to shape the team to focus on service, quality standards and efficiency
* Confident and capable of building rapport over the telephone to provide an excellent client experience
* Ability to work in a regulated, compliant and client focused environment
* Organised, resourceful, deadline driven and supportive of the wider team
* Quality oriented with great attention to detail
* Driven to be pro-active to new challenges and positively shape the desired opportunities and outcomes
* IT literate and analytical
Qualifications
* Chartered Insurance Institute Certificate in Insurance (hold/willing to work towards)