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 o 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 o Oversee and achieve organisational goals while upholding best practices o Support and solve problems for clients by understanding and exceeding their expectations o Participate in brainstorming, office activities, staff meetings, and client meetings, researching and assisting with program development for existing clients and new prospects o 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 o Following up on leads and referrals o Attend to administration and written communication o Present products to prospective clients o Work with underwriters to amend policies where necessary in order to meet client needs o Provide professional after-sales support to enhance the customers' experience o Negotiate renewals with the client and ensure timeline performance o Respond to complaints and resolve issues o Save all documentation onto the policy management system
- Service delivery to ensure customer satisfaction o 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 o Share knowledge on, and participate in the creation of new standards, control systems, and procedures to maintain service delivery.
- Maintain effective people practices o 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 o Ensure adherence to organizational policies, practices and procedures.
- Identify and recommend areas / ways to improve processes.
- Multitask
- prioritize
- manage time
