Policy Servicing Handler

We are currently looking for a passionate and motivated individual to join us in the role of Policy Servicing Handler; this is an exciting opportunity for someone looking to develop a career in the insurance industry. To be successful you will need the drive required to meet and exceed customer expectations, build internal and external relationships and deliver service excellence.

Basic Purpose and Function

• To provide excellent customer service to our Clients, by ensuring that all telephone calls are answered promptly and dealt with professionally and applying support and guidance to the customer as appropriate
• To ensure that emails are responded to promptly and dealt with in a professional manner, responding in the most appropriate form of communication with clarity and avoiding jargon

Key Tasks

• Answering the telephone and signing off calls in accordance with Client and WNS’ agreed procedures
• Answering Customer Insurance Policy Queries including Mid-Term Adjustments, No Claims Discount, Cancellation and Direct Debit queries
• Recording all telephone calls on correlating system
• Handling calls received at source wherever possible. If you are unable to assist callers at the time of calling you should ensure that they are called back within agreed timescales
• Responding to customer queries via email
• Corresponding with all parties concerned by use of the telephone, email and any other means appropriate
• Ensure correct prioritisation of workload and time management schedules are adhered to
• Ensuring all call backs promised are made within agreed timescales
• Corresponding with all parties concerned by use of the telephone, email and any other means appropriate
• Identification and resolution of potential fraud, repudiation and voidance
• Complaint handling within agreed company procedures
• Keeping the policyholder informed both verbally and in writing with regards to their query
• Collecting and recording accurate information relating to Policy Servicing

Qualifications, Knowledge and Experience

Essential

• GCSE English and Maths
• A positive and self-confident approach when dealing with customers, and where appropriate, representatives of the Company’s clients.
• The ability to utilise qualities such as empathy, tact and diplomacy when interacting with customers

Desirable

• Call Centre working experience
• A background in customer relations or experience of conflict resolution would be beneficial.
• A willingness to perform minor administrative tasks as requested by more senior members of staff.

Functional/Technical Skills

• MS Office – (Essential to intermediate level)
• Good telephone manner
• Good keyboard skills

Generic Competencies

• Communication
• Results Focus
• Client Focus
• Developing Self and Others
• Problem Solving
• Quality Focus
• Commercial Awareness
• Planning and Organising
• Systems of Work
• Handling Systems

Specific Competencies

• Customer Service
• Insurance knowledge
• Fraud Awareness
• Complaint Handling & Resolution