The purpose of the role is to be responsible for handling inbound and outbound customer service calls and ensure all written correspondence is answered and processed in accordance with department internal service levels. Deliver excellent customer service for our clients and customers by answering all customer inbound & outbound calls in accordance with agreed internal standards and adhering to our quality and verification policy
Proactively retain policies via inbound cancellation calls where appropriate, in line with the company retention strategy
Consistently offer an opportunity for customers to provide feedback via service tick to ensure the business continually improves the service we provide .
Deliver excellent customer service for our clients and customers by responding to all written correspondence and take the appropriate measures to resolve any enquiries.
Responsible for essential maintenance of customer’s policies by ensuring all data is captured and processed accurately in accordance with agreed service and quality standards.
Ensure TCF standards are maintained and data protection is delivered consistently
Contribute to a ‘customer driven’ culture of continual improvement, take ownership and become empowered to contribute to meeting business goals.
Ensure all complaints are logged accurately and undertake comprehensive assessments of each complaint, taking active steps to ensure that a fair and balanced outcome is reached for the customer.
Support & work closely with the Customer Relations Unitredirecting and escalating complaints when necessary.
Provide feedback to Team Manager about the effectiveness of standard operating processes and highlight potential risks to ensure the department operates in the most efficient manner possible.
Achieve departmental and individual objectives relating to productivity, product knowledge and attendance.
Proactively handle and log all complaints in line with our company complaints policy
Undertake work of a related nature, or perform duties other than or in addition to those outlined above to support the wider business
It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.