Responsible for providing excellent customer service to all brokers. Development of business relationships with brokers over the telephone and managing queries & mid-term adjustments to the agreed department SLA’s.
Referring any non-standard cases to the appropriate underwriter.
Professionally handle incoming calls from existing customers, completing enquiries, and taking all necessary actions in a professional and service focussed approach.
Take responsibility for all customer requests, ensuring action and follow up within the agreed service level.
Develop and Maintain productive external and internal relationships
Recognise and convert opportunities to introduce other AIG products to existing customers.
Consistently achieve individual performance targets (KPI).
Effectively liaise with appropriate representatives of other departments to successfully resolve customer enquiries.
Practice customer care by providing accurate information to customers at all times.
Ensure good product and system knowledge is maintained.
Ensure all relevant systems are updated in a timely manner
KNOWLEDGE, SKILLS AND EXPERIENCE
Demonstrate excellent customer service skills
Good Team player.
Demonstrate drive and a can-do attitude
Good communication skills written / verbal.
Attention to detail
Awareness of the impact of regulation and FCA
Relationship Management - Consistently project a professional image. Demonstrate presence and authority in dealing with all levels of customers and internal AIG contacts.
Team Player - Build professional and courteous working relationships with other Underwriting Service Advisors to form a strong, driven and successful team
Customer Service - Understand customer requirements and meet expectations, exceeding expectation where possible
Attitude & Professionalism - Maintain a positive outlook and maintain professional standards at all times towards both customers and colleagues alike
Managing & Developing yourself - Take ownership of your own development utilising support network and training opportunities available with the assistant underwriters and underwriters
Planning & Prioritisation - Work with assistant underwriters to prioritise individual workload to ensure targets and deadlines are achieved
Problem Solving - Highlight problems promptly taking ownership to seek a solution with assistance of an assistant underwriter
Delivering Results - Achieve all performance targets and internal SLA’s
Continuous Improvement - Highlight any improvements within process and highlight with evidence to the client policy servicing manager
Communication - Excellent written and verbal communications skills
Business Knowledge / Awareness - Understand company objectives, strategies and how role / actions impact the business
Regulation - Practical and working knowledge of FSA and compliance
Competitor Knowledge - Maintain a strong network of contacts and understand the market
Dependability - Demonstrate a flexible approach to all tasks and working ethic and show a commitment to meet business needs
Technical Knowledge - Sound understanding of product range and wordings with a basic technical understanding
Customer service experience required
Experience or qualifications in the Insurance industry is desirable
It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer.
We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.