Customer Service Administrator

Customer Service Administrator / Account Executive Gibraltar Full Time Customer Service Administrator / Account Executive
REPORTING TO
Director
LOCATION
Sovereign Insurance Services - Gibraltar
JOB PURPOSE
The job holder’s main responsibility is to assist in the development and retention of the Sovereign Insurance Services (SIS) client portfolio through the provision of high-quality service to our clients.
KEY ACCOUNTABILITIES
1. Provide a professional and market leading service to clients at all stages of their experience with SIS, from enquiry stage to placing cover on risk and throughout the policy period.
Identify the client’s insurance needs and source a suitable solution to fulfil the client’s requirements.
Negotiate the best possible terms on behalf of the client, making a fair presentation of the risk to the insurer being approached to quote and where applicable, prepare a risk presentation to submit to the insurers.
Provide alternative options where possible and assist the client compare the options available and go over the policy cover with them.
Assist the client furnishing them with the relevant forms that may be required to be completed for a quote or to proceed to bind coved and advise them on any additional information and or documentation may be required.
Liaise with the client and provider to collect any additional information, questions required.
Give instruction to the insurer to place the policy on cover / cancel the policy / or adjust the policy.
Ensure the correct policy documents are received, check for errors and relay to the client in a timely manner.
Arrange for the invoice to be prepared and send to client. Follow up on the premium payment ensuring the payment is received within the payment terms.
Request renewal terms from the insurer, negotiate alternative renewal terms where required and discuss these with the client allowing them to make an informed decision as to how they wish to proceed.
Update the insurance database ensuring all client documents are correctly saved, including correspondence with the client and insurer and ensuring client contact details remain accurate.
Prepare and send the database inputting team an instruction sheet for every entry.
Liaise with the accounts team to ensure the correct commission is received from the insurers and the correct premium is received from the policy holders.
2. Liaise with external bodies, including but not limited to insurers; surveyors; lawyers, keeping the client appraised of progress throughout.
4. Ensure that all data entered onto the systems is accurate, comprehensive and meets SIS compliance expectations and SLAs.
5. Contribute to the continuous improvement of processes and practices in the office.
6. Contribute to the development and maintenance of a strong team spirit within the office by providing support to fellow employees when required, including but not limited to providing high quality customer service to clients for new business, renewals and policy adjustments, assisting with incoming telephone calls and responding to queries or enquiries as relevant.
7. Understand the key features and terms of all classes of insurance offered by SIS.
8. Maintain and strengthen further SIS’s reputation in the market through productive relationships with staff at insurance partners.

COMPETENCIES
Strong focus on delivering outstanding customer service.
Strong written and verbal communication skills and telephone manner.
Strong administrative, diary and time management skills.
Good negotiation and persuasion skills.
Experienced with working with Outlook, Microsoft Office suite working and insurance databases.
Minimum 2 years’ experience of working in an Insurance office environment.
Portray a professional appearance and demeanour
Previous experience of handling insurance, preferably across a range of classes and products.
Working towards or be prepared to work towards Insurance Industry qualifications.