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 - 4th September 2019
- Grade - Senior Associate (I/S2)
- Permanent
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
Package
- 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