Our client is looking for a Senior Administrator to effectively and accurately process new business applications within the Company’s agreed time scales. To deal with all incoming customer enquiries and ensure that these are resolved in line with the company’s Customer Service Charter. To ensure that batch output is issued within the Company’s agreed time-scales.
Core competencies:
·Communication
To ensure all communication is 100% accurate in content and grammar and is in line with the company's correspondence guidelines. Adapt communication style if recipient is unclear. Understand and absorb all forms of communication and acknowledge understanding.
·Time Management
To oversee the team and manage workloads effectively to ensure that work is completed within agreed timescale. Achieve individual Key Performance Indicator goals and departmental performance goals set by the Team Leader
·Business Awareness
To be technically adept within role and demonstrate drive to further build expertise. Be aware of role/departmental dependencies and how these contribute to the success of the business. Adapt own workload in line with changing business focus. Understand and adhere to any departmental service level agreements. To have a good awareness of company structure and business goal.
·Customer Focus
To maintain a 'can-do' attitude when approaching enquires in order to resolve in a mutually beneficial manner. To deliver a high standard of customer service through outstanding quality of work in order to maintain and enhance the standing and reputation of the company. To actively build relationships and deliver high quality service to both internal and external
Key Accountabilities:
·To process all new applications with 100% accuracy in line with departmental procedures. Treat each application individually to offer a flexible service to customers in order to exceed their expectations
·To produce and dispatch notices of the right to cancel, acceptance terms and policy documentation within the agreed timescales. To apply segregation of duties to ensure a quality control is maintained through the checking of these documents
·To ensure AML documentation is stamped, vetted and added to AS400 in line with legislation and request the appropriate documentation to satisfy our AML requirements where necessary. Use the risk matrix and online sourcing to adopt a flexible approach to AML requirements
·To monitor incoming premiums on EQ and cheques with cleared funds and apply to the relevant plans with 100% accuracy. To investigate any payments on the statements that are not expected premiums and deal with appropriately
·To process all items of post received within the area, including non-standard items and Callbox queries, with 100% accuracy and in line with the internal and external service charters. To produce tailored solutions to non-standard enquiries with minimal assistance from the Team Leader
·To complete quality checking and control reports, and ensure records of quality controls are maintained. To ensure AS400 work logs are up to date on a daily basis. To assist the Team Leader with regular reporting on team and individual performance measurements
