Job Description

Purpose

To assist the Policy Servicing Supervisor with the operations of the Policy Servicing Department to effectively deliver a direct service to clients and IFAs by the processing of all requests within specified servicing times.

Key Result Areas

• Strong Written and Verbal communication skills internally and externally
• Proficient in dealing with clients, both internal and external via telephone, fax and email
• Actively identifying problem areas and offer various solutions wherever possible
• Adhering to regulatory legislation and ensuring compliance requirements are met
• Able to identify and articulate own training and personal development needs, and those of others
• Working consistently as part of a team, and acting as a role model, for junior members of the team
• Ability to prioritise work and ensure deadlines are achieved
• Strong attention to detail, and administrative accuracy
• Willingness to learn, achieve and progress
• Willingness to cross train and be flexible in approach to assisting other teams within customer service as and when required based on work volume
• Assist the supervisor in monitoring the workload throughout the day
• Mentor and develop all levels of new members to the team, to assist them in identifying and working towards achieving their personal development areas, and provide feedback to the Supervisor to be used in annual reviews
• To assist the Supervisor in the daily checking using the checking matrix
• Assist the Supervisor in ensuring that all departmental procedure notes are reviewed and maintained on a timely basis
• Identify, log, investigate, resolve and reply to complaints / VOD’s that are received (ensuring the complaints procedure is followed correctly)
• Where appropriate become involved in the development of improved controls and procedures within the department
• Checking work produced by other team members
• Ability to liaise with technical areas in relation to more complex issues together with skills to update process notes accordingly and share information with the team.

Key Performance Indicators

• Service Standards Met
• Achievement of objectives set at Team and Company
• Level
• Satisfactory Audit and
• Compliance Results
• Procedural documentation is up to date and accurate at all times
• Ensure that the quality of work produced is of a high standard and that the relevant processes are followed
• All team members have received the appropriate training for their role and band

Essential Criteria

• Minimum of 2 years’ experience in Financial Services.
• Reasonable Knowledge of Microsoft Office Applications (Word, Excel, Outlook)
• Ability to draft basic letters / fax
• Experience within a customer facing administration role
• Excellent planning and organisational skills.
• Ability to work within a team or on own initiative.
• Can maintain a high level of accuracy and still work within agreed service standards.
• Ability to work under pressure.
• Excellent communication skills (written & verbal)
• Good team player
• Clear understanding of Customer Service
• Commitment to providing outstanding customer service
• Excellent telephone manner
• Knowledge of the regulatory framework (AML/KYC)
• Ability to meet individual targets and goals with accurate results.
• GCSE (or equivalent) grade C or above English and Maths

Desirable Criteria

• Good understanding of AML / KYC requirements
• 2 years’ experience within a Life Assurance company
• Proactive and keen to expand knowledge and take on new tasks.
• Positive can-do attitude
• Ability to achieve tight deadlines
• Being flexible / adaptable to changing priorities
• Have experience of working within a team environment
• Ability to network across the business areas to give and receive information
• Influencing and inter-personal skills
• Previous experience in a customer facing role
• Good working knowledge of relevant regulatory legislation
• Formal qualifications in finance or a business related subject to A level standard or higher
• Has obtained or is prepared to work towards a professional qualifications for example, FPC or equivalent