Customer Service Agent

Executive Mandate Specification

Customer Service Agent

Start date: 6th March

Contract: Initially 4 Months with scope to extend

Day Rate: £145 inside IR35, via umbrella

Location: Remote, Working from Home

Hours: Monday – Friday, (Core Hours)

Your key responsibilities

· Manage a broad range of customer claims queries and requests through various channels providing a professional and helpful service and effective customer communication.

· Logging First Notification of Loss (FNOL) and gathering all relevant information and data required to fill out claim’s forms.

· Advise and support individual customers so that their needs are understood, and service standards are maintained.

· Help customers define their needs and answer queries appropriately during the quote journey, to sell through service.

· Support colleagues on a day-to-day basis team to resolve queries, build knowledge and confidence, and achieve quality and compliance standards.

· Work collaboratively with colleagues across the company to promote awareness of customer issues and needs.

· Handle claims queries constructively and in line with company and FCA guidelines, referring to the Team Leader when a solution cannot be found, so that issues are resolved, and learning is implemented in the team.

· Interpret and advise customers on policy cover within a wide range of policies, so that correct advice and information is provided.

· Create and review policy documentation and deliver associated administration on new policies, Mid Term Adjustments, renewals, and cancellations to achieve high levels of accuracy and quality.

· Implement company, legal and regulatory (FCA) policies and procedures to ensure compliance with requirements.

· Participate in, and contribute to, ongoing training and development to extend and share knowledge and skills.

Job Types: Full-time, Fixed term contract

Salary: £145.00 per day

Schedule:

• Monday to Friday

Experience:

• Insurance: 2 years (required)
• Telephony: 4 years (required)

Work Location: Remote

Statutory Executive Benefits & Governance

• Executive Health, Vision & Dental Coverage with Global Provider Options
• Corporate Pension Auto-Enrolment / 401(k) Retirement Plan with Fiduciary Matching
• Annual Discretionary Performance Incentive & Long-Term Equity Participation
• Executive Leave Allotment, Statutory Holidays & Dedicated Health Care Reserves
• US Department of Labor & E-Verify Work Authorization Sponsorship