Purpose
Flood Re Operations team runs the Flood Re Scheme’s underwriting, claims, vendor management, and support processes. The Support team provide high quality service to the insurance industry and members of public with their queries, ensuring that SLAs are met and accurate and high quality information is shared in responses. We are looking for a friendly, purpose-driven, and, experienced (re)insurance support executive to join us and help us deliver on our purpose of making flood cover available and affordable. Due to the nature of queries and this role’s exposure to the wider insurance industry and public, previous customer service experience in the insurance industry is required.
Principal Responsibilities
* Deliver fast and accurate support to Flood Re’s Scheme participants and members of public, acting as first line of support on both a proactive and reactive basis.
* Constantly monitor and respond to all queries that Flood Re receives (via email on Zendesk and telephone), and seek escalation or further guidance where required.
* Train and become an expert on all types of queries Flood Re receives, including eligibility, borderaux management system, property data hub, and associated reporting for both ceded risks and claims, processes and end user system use in accordance with operational procedures.
* Coordinate cases between Operations, Legal, Compliance, and Market Engagement teams where cross-functional consideration and input is required, within the SLAs.
* Own queries from receipt to resolution, ensuring response time and first time resolution KPIs meet expected standards.
* Conduct analysis on trends, insights, and patterns from queries received, utilising existing Zendesk reporting and qualitative judgment.
* Support industry participants with their bordereaux submission and property queries on an inbound and outbound basis.
* Perform validatory checks on claims and premium data received, referring to participants for rectification or clarification where necessary.
* Triage, report and monitor service desk requests that require referral to Flood Re’s external service partners.
* Escalate complex or delayed cases to Operational leadership promptly.
Knowledge and Experience
* 5+ years of customer service experience in home insurance industry is required
* Strong knowledge of insurance operations, products, and industry
* Positive, proactive, and solution-oriented attitude
* Exceptional ownership of all queries, taking personal pride in helping Flood Re deliver its purpose via excellent service to the industry and members of public
* Data privacy conscious
* Attentive to detail, particularly with sensitive personal data and the management of the ticketing system.
* Exceptional planning and organisational skills
* Excellent written and verbal communication skills
* Confident approach with the ability to work with senior stakeholders across the business
* Competent level of experience working with Microsoft Office (Word, PowerPoint, Excel, Outlook) and Zendesk (or similar ticketing systems).