People & Processes
- Effectively maintaining company standards and providing quality client service:
- Build and maintain lasting relationships with clients and partners by understanding focus and needs, and anticipating them in advance
- Ensure compliance with regulations and procedures as laid down by the Financial Services Conduct Authority (FSCA), by keeping up to date with all changes in the regulatory framework
- Oversee and achieve organisational goals while upholding best practices
- Support and solve problems for clients by understanding and exceeding their expectations
- Participate in brainstorming, office activities, staff meetings, and client meetings, researching and assisting with program development for existing clients and new prospects
- Follow up with clients regularly to ensure needs are being met and identify opportunities.
- Manage the entire sales cycle from receiving the referral/lead to securing a sale
- Following up on leads and referrals
- Attend to administration and written communication
- Present products to prospective clients
- Work with underwriters to amend policies where necessary in order to meet client needs
- Provide professional after-sales support to enhance the customers experience
- Negotiate renewals with the client and ensure timeline performance
- Respond to complaints and resolve issues
- Save all documentation onto the policy management system
- Service delivery to ensure customer satisfaction
- Maintain service, quality, and desired outputs within a specific functional process through ensuring compliance to policies, procedures, and standards.
- Resolve escalated customer queries and complaints and provide feedback on matters resolved.
- Develop work routines in line with operational plans/schedules in order to manage the achievement of service delivery goals
- Share knowledge on, and participate in the creation of new standards, control systems, and procedures to maintain service delivery.
- Maintain effective people practices
- Align own behaviour with organisation culture and values.
- Share and transfer product, process and systems knowledge to colleagues.
- Collaborate and work with the Underwriting team to ensure required service levels are delivered.
- Continuous improvement to ensure effective service
- Ensure adherence to organizational policies, practices and procedures.
- Identify and recommend areas / ways to improve processes.
