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Senior Policy Associate, Pensions & Life Insurance - 12 months

  • Job reference DST/TP/57366/11663
  • Job type Contract
  • Sector Administration and Operations, Life & Pensions/Insurance
  • Location Basildon
This vacancy has now expired.

The Senior Policy Associate works within a dynamic team responsible for the provision of Customer Service and Policy Administration to Pensions and Life Insurance policy owners.

  • Closing date - 11th July 2019
  • Grade - Senior Associate (I/S2)
  • 12 Month, Fixed term Contract

Main Responsibilities

  • Process all administrational requirements for our UK clients and their Policy holders
  • Work to meet challenging Service Level Agreements in a busy environment whilst maintaining quality standards
  • Deal with correspondence (email or written) in a professional and efficient manner. Responses must be of a consistently high standard.
  • Contribute to the promotion of a friendly and professional image to customers and colleagues.
  • Contact customers by e-mail or letter to resolve queries / obtain information
  • Manage workload and work queues in a timely and accurate manner
  • Prioritise tasks to meet external and internal deadlines and service standards.
  • Take ownership of all customer queries or issues. Emphasis on getting things "right first time"
  • Build strong relationships with key customers, colleagues, intermediaries and other external contacts.
  • Maintain an understanding and awareness on key aspects of life insurance Pension legislation, compliance and the market.
  • Process a range of servicing transactions across a number of life insurance and Pension products
  • Check the work of others where appropriate to ensure that standards of accuracy, clarity and financial integrity are maintained, and that TCF principles are upheld.
  • Ensure a thorough understanding of our clients' products in order to provide an excellent service to policy owners and financial advisers
  • Ensure a complete understanding of our processes and procedures as well as regulatory requirements
  • Identify issues which may have an impact on service delivery and quality, and flag these to Operations Management.
  • Provide a quality, professional, accurate and efficient service.
  • Ensure that procedures and checklists are updated in a timely manner, where applicable.
  • Accurately record any breaches of policy and procedures that occur within the team. Update and manage incidents as directed by Operations Management
  • Senior Policy Associates may be required to work on additional projects and tasks as agreed with their Line Manager, including User Acceptance Testing (UAT)

Ideal Candidate

  • Reading, writing and verbal language skills
  • Excellent administration, planning and organizational skills
  • Commitment to providing excellent Customer Service
  • Methodical individual with experience of working to strict deadlines
  • Team player
  • Motivated and driven individual
  • Excellent communication skills, both written and verbal, with the confidence to engage with internal colleagues and external clients
  • Strong attention to detail
  • Commitment to provide ongoing quality
  • Ability to interact positively within your department and the wider group
  • Ability to follow procedures and suggest enhancements to service offering
  • Advanced level of excel, word and power point an advantage
  • Ability to work as part of a team or act independently where required
  • Flexible and willing to adapt and develop within the role
  • Ability to provide support and be involved in ongoing projects and initiatives within the Team


  • Reference salary based on experience and in line with the ACE salary progression scheme
  • 28 Days holiday including bank holidays (increasing by 1 day for every year's service up to a maximum of 33 days)
  • 9% pension scheme (6% non-contributory & 3% self contribution)
  • Life Assurance (4 x salary)
  • Single person healthcare
  • Flex benefits scheme
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