Loyalty Account Manger Team - Support Assistant

Loyalty Team Account Handler – Admin Support

Reporting to the Retentions Team Manager, you will be responsible for proactively outreaching existing clients to obtain up to date KYC and POA in line with regulatory requirements assisting in achieving persistency targets. You will also be responsible in assisting clients in making changes to their policy.

Main Duties / Responsibilities

• Proactively call assigned KYC and POA cases to obtain up to date documents within a specified time frame
• Responsible for checking the validity and acceptable documents
• Uploading to customer policy accurately and in timely manner
• Identify any cancellation risk and pass to Account Manager
• Ahere to our SLAs.
• Achieve persistency and other KPIs pre-determined by management
• Contribute towards overall business persistency targets
• Obtain and share regulatory required documentation
• Communicate regularly with team members
• Follow contact strategy designed to maximise contact
• Achieve / exceed set productivity and quality standards
• Adhere to regulatory targets within our territorial limits
• Adhere to Quality assurance guidelines
• Interface effectively with internal colleagues
• Maintain accurate records and files as required
• Actively support other team members and the achievement of team objectives
• To carry out other ad hoc tasks as required to meet business needs
  
  

• Organisation of workload and prioritising your day
• Strong customer focus with ability to identify and solve problems
• Strong objection handling skills
• Excellent interpersonal skills
• Good verbal and written communication
• Ability to exercise judgement
• The ability to work well in a team environment
• Basic system navigation and Microsoft application skills
• Good keyboard skills
• Regulatory awareness
• Proven track record in telemarketing, both inbound and outbound, ideally in a non-advised sales process
• 1 – 2 years’ experience in health industry, insurance background or outbound sales background
  
  

• Drive for results
• Listening
• Peer relationships
• Personal learning
• Priority setting
• Problem solving