Customer Service Representative - FTC

DEPARTMENT OVERVIEW

To provide an agreed customer administration, telephony and underwriting service proposition that supports the sales distribution model for Retirement, Care, Protection and Equity Release products.Purpose of the role

To liaise with intermediaries, direct customers and internal departments, providing 5 star telephony customer service across all product lines, in order to help maximise profitable sales and ensure customer expectations are met.Job responsibilities

Inbound telephone enquiries
To receive inbound telephone calls, answering queries on new and existing cases and proactively taking appropriate action

Outbound telephone enquiries
To make outbound telephone calls to chase funds, documents and GPRs from advisers, customers and ceding schemes

Provide information to customers
To provide appropriate information to intermediaries and customers

Administration
To perform relevant administrative tasks, from call commencement to completion of transaction, according to procedure and data entry standards

EXPERIENCE, COMPETENCES, EDUCATION:

Education/qualification requirements:

Essential:

Minimum of 5 GCSEs, or equivalent, including Maths and English (A-C Grades)

Desirable:

CII Award in Financial Administration (AiFA) or equivalent, (CII modules CF1 + FA1/FA2), CF3, CF4, CF8, ER1, FPC/Cert PFS