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Senior Policy Associate

Please Note: The application deadline for this job has now passed.

Job Introduction

The Senior Policy Associate works within a dynamic team responsible for the provision of Customer Service and Policy Administration to Life and Pension policy owners and their financial advisers.

Role Responsibility

  • Process a range of policy claims and servicing transactions across a number of life insurance products
  • Handle customer phone queries in a professional and efficient manner
  • Responsible for customer complaints and handle them in a professional and efficient manner
  • Work to meet challenging Service Level Agreements and quality standards in a dynamic and professional environment
  • Deal with correspondence (email or written) in a professional and efficient manner. Responses must be of a consistently high standard.
  • Contact customers by telephone, e-mail or letter to resolve queries / obtain information
  • Manage workload and work queues in a timely and accurate manner
  • Handle customer phone queries in a professional and efficient manner
  • Take ownership of all customer queries or issues. Emphasis on getting things “right first time”
  • Build strong relationships with key customers, colleagues, intermediaries and other external contacts.
  • Maintain an understanding and awareness on key aspects of life insurance, legislation, compliance and the market.
  • Check the work of others where appropriate to ensure that standards of accuracy, clarity and financial integrity are maintained, and that TCF principles are upheld.
  • Contribute to the promotion of a friendly and professional image to customers and colleagues.
  • Prioritise tasks to meet external and internal deadlines and service standards.
  • Ensure a thorough understanding of our clients’ products in order to provide an excellent service to policy owners and financial advisers
  • Ensure a complete understanding of our processes and procedures as well as regulatory requirements
  • Identify issues which may have an impact on service delivery and quality, and flag these to Operations Management.
  • Provide a quality, professional, accurate and efficient service.
  • Ensure that procedures and checklists are updated in a timely manner, where applicable.
  • Accurately record any breaches of policy and procedures that occur within the team. Update and manage incidents as directed by Operations Management
  • Senior Policy Associates may be required to work on additional projects and tasks as agreed with their Line Manager, including User Acceptance Testing (UAT).

The Ideal Candidate

Knowledge:

  • Experience in a Customer Service role in the Life insurance industry
  • Good knowledge of Life and Pensions products. Experience of UK market preferable but not essential

Skills:

  • Excellent administration, planning and organizational skills
  • Commitment to providing excellent Customer Service
  • Methodical individual with experience of working to strict deadlines
  • Team player
  • Motivated and driven individual
  • Excellent communication skills, both written and verbal, with the confidence to engage with internal colleagues and external clients
  • Strong attention to detail
  • Commitment to provide ongoing quality
  • Ability to interact positively within your department and the wider group
  • Ability to follow procedures and suggest enhancements to service offering
  • Advanced level of excel, word and power point an advantage
  • Ability to work as part of a team or act independently where required
  • Flexible and willing to adapt and develop within the role
  • Ability to provide support and be involved in ongoing projects and initiatives within the Team

Package Description

  • Reference salary 30,000 - 38,000
  • 20 Days holiday (increasing by 1 day for every year’s service up to a maximum of 25 days) 
  • 6% non-contributory pension scheme 
  • Life Assurance (4 x salary) 
  • Single person healthcare 
  • Flex benefits scheme

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