Customer Service Senior Administrator - Onboarding/New Busin
Isle of Man
Permanent
Our client seeks a Customer Services Senior Administrator to join their team.
Role Profile: To be actively engaged in the resolution of customer and adviser queries. The expectation is this individual will demonstrate a proactive and positive desire to deliver the best possible customer experience for customers throughout the journey.
This will involve resolving a wide range of queries for both the IOM and Dublin offices as well as proactively contributing to designing and delivering the most positive experience for customers.
Key Responsibilities:
- Achieve an average quality score of over 90%
- Achieve an average weighted productivity score of over 95%
- Proactively identify enhancements to processes and contribute towards their implementation
- Identify, understand and collate customer needs, requirements and feedback
- To engage and collaborate with peers across both the International Business and the wider group to ensure that experiences and successes are shared in order to break down silos and support the positive customer journey throughout all areas of the business.
- To proactively take ownership for self-development and demonstrate the desire to progress their career
- Review application forms from new and existing customers, including supporting documents such as AML, source of wealth and trust deeds
- Input client and policy information into systems with a high degree of accuracy.
- Effectively communicate with advisers and sales team regarding the status of applications and the required information/documents.
- Peer check applications to confirm all in order before commencement. If so raise or authorise investment instructions for dealing team.
Key Skills and Experience:
- Minimum 5 A* - C / 9 - 4 Grade GCSEs (including English and Math) or equivalent
- Demonstrates enthusiasm and a positive approach to their working performance
- Be open and able to adapt to change
- Articulate and possess excellent communication skills
- Strong team player who is able to work with limited supervision
- Confident self- starter
- Takes a logical and organised approach to problem solving
- Has the desire to develop a career within a customer centric environment.
- Has a strong attention to detail and enjoys delivering quality outcomes
- Experience within a life assurance environment would be an advantage - particularly a Claims team.
- Detail focussed, can work with a high degree of accuracy.
- Good communication skills (written and verbal).
- Strong numerical skills.
- Experience of offshore bonds or other financial products desirable.
