US Voice Process

Role & responsibilities

Working within the Customer Service team supporting our Individual Protection business line, this role is responsible for delivering an exceptional customer service and is the first point of contact for our existing customers and advisers regarding claims queries and admin.

Job Responsibilities

Customer Service:

• Always deliver outstanding customer service, through direct interaction with customers and advisors via calls.
• Answer queries, update policies, make necessary amendments and manage payment schedules.
• Responsible for complying with customer data protection checks.
• Handle all interactions with professionalism and empathy.
• Maintaining accurate file records of all actions taken.
• Respond to customer objections and demonstrate excellent problem-solving skills.
• Follow processes to address customer and advisor requests e.g., direct debit queries/changes, personal detail amendments, policy changes, etc.

Others:

• Maintain an up-to-date level of product specific knowledge by being attentive to, and acting upon information delivered in team meetings, training, and other briefings.
• Proactively identify and recommend process improvements.

Experience

Candidates should have a strong background in customer service and/or administration with 1-3 years experience.

Demonstrate a strong customer focus, with passion for ensuring the customer receives the right support and solutions

Technical Skills

Excellent written and verbal communication skills (verbal communication limited with UK Ops Team)

Excellent customer service skills.

Excellent inter-personal skills, with the ability to liaise with people at all levels.

Ability to work efficiently with good attention to detail.

Accurate and able to demonstrate a high level of organization.

Ability to multi-task and priorities workload.

Self-motivated, enthusiastic with a ‘can do attitude’.

Good team player with the ability to work on own initiative.

A good understanding of compliance, legal and FCA regulations