This role is based in Navan on the Policy Servicing Team and is a 12 Month Contract. This is under the Regular Premium & Legacy Pillar.
The Senior Customer Operations Administrator is responsible for ensuring the timely and effective day to day processing of activity for UPE across the various product lines (Regular premium & legacy) ensuring that all work items are processed in accordance with compliance obligations and within agreed service standards.
Key Responsibiliti
esEnsure the needs of the customer are managed and excellent customer service is provided across the varying processes for all customers (Internal & External). Adopt a best practice approach to all task
s.Manage incoming calls promptly and professionally, ensuring a positive first point of contact for all customer
s.Maintain an operational risk and control environment and supporting framework that is consistent with a first-class front-line shared services organisation and that is embedded as part of day-to-day operation
s.Ensure processing of own tasks within agreed SL
A.Be open to take on new tasks when require
d.Ensure adherence to policies and procedures across the various products and business line
s.Embrace a risk aware mind-set and ensure any issues / risks are identified and brought to management attention in a timely manne
r.Portray a mind-set of continuous improvement and innovative thinkin
g.Bring ideas and improvements to the table and operate a can-do attitud
e.Complete all tasks in a manner cognisant of the following measures: End to end timelines, First point resolution, removal of waste, Customer effort, Cost
s.Use initiative for problem solving and identification of improvement measure
s.Identify opportunities to enhance customer experienc
e.Support the roll out of strategic projects and initiatives as require
d.Support new starters and junior members in training and share knowledge throughout the tea
m.Become familiar with team volumes, metrics and reporting on M
I.Identify where further support is required for junior member
s.Maintain and develop relationships with all key stakeholders such as sales, clients and intermediarie
Desirable Skills and Experie
nceDetermined and focused individual with strong time management and analytical ski
llsAbility to work under pressure and to meet tight deadlines while displaying strong attention to deta
il.Strong customer focus with a proven track record of implementing market-leading service improvemen
ts.A deep understanding of the risk and compliance environme
nt.Previous experience in generating claims payments is advantageo
us.Prior experience in policy serving/processing is also favourab
Job Type: Fixed
lefits:Private medical i
nsuranceCompany
pensionDiscretionary bonu
s schemeBike to wor
l eventsEmployee assistance p
rogrammeOn-site
parkingWellness p
Utmost Group is an equal opportunities employer.
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