Purpose

The role is to provide support in all general office duties in accordance with company procedures and regulatory requirements.

Nature and Scope

• The role involves areas where the jobholder deals with commercial lines administration, setting up New Business and Renewal cases in Acturis, correspondence and liaising with insurers as required.
• The role also involves pursuing diarised issues and the checking of endorsements, warranties and special conditions relating to New Business and Renewal documents before despatch. Some of the work may be supervised. 
• The jobholder is also required to complete a range of office duties according to the workload at the time, including answering in-coming calls.

Requirements:

• Highly developed sense of integrity and commitment to customer satisfaction.
• Demonstrated passion for excellence with respect to treating and caring for customers.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Ability to handle complaints and unhappy customers.
• Has a pleasant, patient and friendly attitude.
• Strong decision making and analytical abilities.
• Strong detail orientation and communication / listening skills.
• Willingness to work a flexible schedule and occasional overtime when needed.
• Possess a strong work ethic and team player mentality.

Main Tasks & Responsibilities

• Sending Out Renewal Declarations and proposal Forms
• Managing Assigned Diary Entries.
• Issue policy documents and EL Certificates and up-date client records accordingly after scrutiny.
• Respond to enquiries from clients, brokers and underwriters received by telephone, letter, email or fax in a courteous and helpful manner and ensure that all information required by clients or underwriters is obtained and communicated and directed to the appropriate department.
• Scrutinise all policy documents and EL Certificates and up-date client records accordingly.
• Collating ERN's from clients
• All existing clients check sanctions list
• Update client records in Acturis accordingly and paper file if necessary.
• Processing MTA's
• Invoicing clients
• Identifying and cross selling opportunities
• Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.

• Thoroughly and efficiently gather customer information, access and fulfil customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through thorough note taking.
• Troubleshoot customer issues over the phone.
• Use automated information systems to analyse the customer's situation.
• Maintain a balance between company policy and customer benefit in decision making.
• Handle issues in the best interest of both customer and company.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience.
• Responsible for compiling and generating reports as they relate to customer service surveys.

Secondary Role

Key Performance Indicators

1. Maintenance of diary system
2. Accuracy of documentation
3. Accuracy of computer input
4. Promptness in dealing with queries
5. Promptness of returning calls
6. Efficiency in dealing with complaints and Queries