Customer Management (External and Internal)
Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer request and executed according to the required standard.
Customer Needs & Analysis
Ask questions and probe for clarity to gathers relevant information to assist in resolving customer request.
Up-sell Customer Propositions
Identify the products or services that best meet the customer’s stated needs, explain the selection to the customer, and influence the customer to make a purchase.
Respond to routine requests using telephonic conversation or emails and to more unusual requests by editing templates to create customized responses (internal and external).
Develop working knowledge of the organization’s policies and procedures and of
regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
Update policy information e.g change of address, change policy holder details, banking details and attend to the customer request on a range of policy related issues. Provide best practice support to customers on the administration process requirements and other departmental systems, in line with claims policy, rules and SLAs.
Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Work Scheduling and Operational Compliance
Work according to an assigned schedule. Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.