Insurance Consultant - Llanelli

Key Purpose

Provide exceptional service and advice to clients in order to maximise client satisfaction, achieving new business and related product income targets, maintaining the highest retention levels in support of the overall business strategy and handling mid-term adjustments, queries and claims in a timely professional and accurate manner.

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Responsibilities

Achieve individual objectives and key performance indicators as set and agreed
Be an expert in providing holistic insurance reviews for clients, identifying and promoting related insurance products working with both new and existing business clients
Deliver individual and team new business income and retention targets, service KPIs and meet workflow standards
Maintain a comprehensive diary system and activity log to manage day to day work
Manage client relationships when allocated as and when required by the business
Visit/arrange video meetings with clients when required
Attend exhibitions in a professional manner when required by the business
Identify and share market information and trends to your line manager
Work with your and other teams as required to maximise new and existing client opportunities
Provide on-hand support and coaching to the team ensuring a consistent approach is adopted for process and advice; making certain all procedures and guidelines are followed
Support service excellence within the team to maintain a culture of ‘Treating Customers Fairly’ and putting the client first, with consistent delivery of the right customer outcomes
Support colleagues in their professional development , including qualification, product and technical knowledge and help them to achieve and maintain the required competency levels
Support your line manager with the organisation and monitoring of daily workflow & productivity for the team as required
Promote, develop and enable our values and culture within the team
Assist with competency sign off and complete call and file assessments as and when required
Continually review and evaluate whether processes, systems and procedures could be improved and assist in implementation where required
Continuously improve and maintain own technical competence with an in depth knowledge of all relevant products, market trends and underwriting guidelines to effectively handle referrals and a variety of complex work
Underwrite any scheme policies in line with underwriting levels and referral guidelines
Provide support and direction to the complaints handler and ensure all complaints handling requirements are met including reporting of all complaints to the relevant person
Ensure focus on collection of client money within company guidelines
Ensure claims are handled efficiently, clearly and in good time and followed through to settlement with the client being kept well informed at all times
Identify and research potential new insurance products and introducers
Refer to colleagues, mangers, experts or insurers when dealing with issues outside your own experience and knowledge

Skills & Behaviours

Demonstrate our values of Fun, Supportive, Professional, Working in Partnership and Ambitious
Inspire people through motivational coaching and training
Creative and effective in helping to shape the team to focus on service, quality standards and efficiency
Confident and capable of building rapport over the telephone to provide an excellent client experience
Ability to work in a regulated, compliant and client focused environment
Organised, resourceful, deadline driven and supportive of the wider team
Quality oriented with great attention to detail
Driven to be pro-active to new challenges and positively shape the desired opportunities and outcomes
IT literate and analytical

Qualifications