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Customer Service Teleunderwriter - Full Time

Posted By: AXA Insurance
Address:
Contact:
Date Posted: 3rd Oct 2008
Salary: £13,500
Location: Coventry
Reference Code: AXAL14903
Views Since Posting: 85
Full Description:

Background

We are looking to recruit a number of Full Time Teleunderwriters to start with us on the 8th September 2008. We will start the recruitment process for this at the begining of July. We are looking for people who can work full time from 12pm - 8pm Monday - Friday You will be expected to work 1 in 3 Saturday's - the department is operational between 9am to 4pm on a Saturday These roles are based in Coventry City Centre

Training

The Training will be full time from 12pm to 8pm Monday to Friday for 5 weeks. 100% attendance is required during training

The role

To deliver remarkable customer service by completing the required volume and quality of tele-underwriting calls with external customers in line with defined procedures.

Skills, knowledge and behaviour

Key Accountabilities
Set up and conduct tele-underwriting interviews with external customers in order to gather comprehensive medical and family history, plus supporting personal and sensitive information.
Input data gathered in real-time to the expert underwriting system, following the logical process flow determined by the system
Maintain and develop up-to-date technical knowledge on relevant pharmacological and medical matters

Provide feedback on the efficiency and effectiveness of the tele-underwriting systems and processes, making recommendations for improvement to the relevant Manager

Escalate quality or technology issues to the relevant Manager
Develop the skills and behaviours targeted in the Personal Development Plan in order to support improved performance going forward.

Key Skills

- Confident and professional telephone manner
- Mature and empathetic
- Experience of delivering high standards of customer service
- Very high regard for confidentiality
- Excellent all-round communication skills able to communicate effectively at all levels in good spoken English
- Proficient in the use of technology (systems and telephony)
- Very strong administrative skills
- Able to deal effectively with medical / pharmacological terminology
- Able to input data accurately and keep systems updated
- Able to follow procedures and logical processes
- Flexible and able to manage a varied workload
- Calm under pressure
- Self Motivated
- Call Centre/ Contact Centre experience is desirable though not essential

What will you get from this role?

This is a unique role to AXA. It will be a rewarding role for anyone interested in building relationships with our customers.

This role will also allow you to develop your medical knowledge as full training is given.

As one of the foremost employers within our industry in addition to the facilities described above you will be eligible to benefit from: A competitive salary - reviewed annually against market Up to 15% bonus paid annually - based on your's and the companies performance A contributory pension scheme 23 Days annual leave (pro rata'd for part time) plus Bank Holidays Support towards achieving a nationally recognised Financial Service's Qualification. Staff discounts on our own products and services - eg Car Insurance, Home Insurance, Pet Insurance, Medical Insurance etc Free AXA shares to all employees On Site Occupational Health A friendly, open plan office environment. Confidential Employee Assistance Helpline Employee external discounts - eg Gym Subsidies and various social events eg Shopping Trips to London, Theatre Visits, Cheltenham Races Award winning community links with our "Hearts in Action" schemes