Job Description
The Broker Support Team Leader role will lead the Broker support team, a newly formed business unit that is responsible for providing first-class administrative support, which is essential to the smooth, day-to-day running of our underwriting function. This team offers dedicated assistance to brokers and underwriters across our teams, helping ensure underwriting operations run efficiently and effectively.
You will oversee a small team of direct reports and play a key role in executing our centralised policy administration strategy. You’ll also be instrumental in ensuring quality and efficiency across our products and services.
You’ll oversee the administration of the end-to-end underwriting process from logging and processing submissions on CFC’s underwriting system to binding and servicing policies. You’ll work closely with CFC underwriters and underwriting assistants.
About the role:
The Broker Support Team Leader will be responsible for effective management and development of the team including workload management and centralised task management. Other responsibilities will include but are not limited to:
* Ensuring the team adhere to agreed upon SLAs;
* Conduct policy administration training and onboarding;
* Ensuring the team is providing excellent administrative support to underwriting teams and service to brokers;
* Managing the underwriting central inboxes and ensuring we are hitting our submission SLAs;
* Servicing quotes requests within CFC’s portfolio framework;
* Oversee centralised processes, allocating tasks to multiple teams across our underwriting function and ensuring SLAs are met;
* Answering broker phone calls and triaging or managing queries;
* General ad-hoc administrative duties as required.
About you
To be considered for this role you must have at least 3 years' experience in insurance or in a customer service role, as well as having:
* Strong organisational skills with the ability to prioritise work to meet tight deadlines and turnaround times;
* Resilient and able to operate effectively and accurately under pressure;
* Excellent level of attention to detail including accurate written and numeracy skills;
* Computer literacy with strong skills in Outlook, Word and particularly Excel;
* Good communications skills, courtesy and patience;