Company Overview : Insurance Factory, part of the Markerstudy Group, is a personal lines broker specialising in catering insurance risks, offering cover through a variety of channels.
Working within a dynamic and fast paced environment, you will join a growing team who pride themselves on arranging cover which meets customer needs in a variety of niche markets whilst maintaining the highest standard of service.
This role offers the opportunity for development and progression within an ambitious and innovative company.
Role Overview : The purpose of this role is to secure the renewal of existing catering insurance customers by providing outstanding customer service, maximising the retention of customers in line with Department targets.
Key Responsibilities :
Ensure renewal documents are received in a timely manner and if not, followed up with the insurer so that the client is advised of his renewal terms prior to expiry.
Ensure that renewal documentation is correct and to consider alternative markets based on previous experience and knowledge.
Assist with calls from existing and potential customers in relation to policy alterations, queries, and complaints.
Gather information from customers to assess their insurance need, providing a resolution where possible.
Ensure all customer and / or insurer documentation is actioned in accordance with company procedures.
Process policy renewals in line with customer instructions and requirements.
Premium collection and maintaining accurate accounting records.
Provide customers with clear information.
Liaise with and build a rapport with insurers to maintain existing relationships.
Input data into in-house systems accurately, issuing customer correspondence and maintaining clear and accurate notes / customer records.
Complaint identification and effective complaint handling where applicable.
Adhere to Quality Assurance scripts.
Upselling of additional products to ensure customers have all the cover they need and to contribute to company income.
Adhere to Company processes in relation to FCA compliance, Treating Customers Fairly and other regulatory obligations.
Key Skills and Knowledge :
Knowledge of Commercial and Personal Lines insurance products and market.
Understanding industry relevant regulatory expectations and guidelines.
Complaint and objection handling skills.
Strong literacy and numeracy skills.
Minimum of 4 GCSEs (A-C Grade) including English and Maths
Essential Skills :
Strong communication skills (verbal and written)
Flexible and adaptable to working environment and pressures
Understanding of regulatory rules and procedures
Desirable Skills :
Ability to build relationships with key stakeholders within the business