Job Description

Job Summary

Completes customer, broker and distributor servicing requests in line with documented guidelines and procedures to provide a positive customer experience.

Job Accountabilities - Key Accountabilities

• Demonstrate knowledge of relevant systems, products, processes and procedures.
• Contribute to a positive and supportive team culture.
• Promote positive customer perception.
• Satisfy customer, broker and distributor queries using technical knowledge.
• Provide information and advice to deliver customer satisfaction within service standards, remaining focused on growth and maintenance of business standards.
• Monitor and manage personal workload, through good organization identifying remedial action when required.
• Handles complex customer / distributor complaints (due to tax, regulatory, legal issues) with focus on an understandable explanation.
• Process data for new business and policy issuance, checking consistency, quality and completing customer file.
• Contact appropriate colleagues and Associates for missing data, policy validation, corrections , updates, cancellation and reinstatement handling.
• Achieve qualitative and quantitative targets.
• Act within agreed authority levels to ensure fair treatment of customers and protect the organizations and stakeholders interests.
• Conducts specialized coaching and training of new colleagues.

Business Accountabilities

• Monitor and take responsibility for resources/cash, within defined guidelines and procedures.
• Carry out tasks, such as the preparation of documentation, to support the implementation of projects to time and quality standards.
• Identify and comply with the main principles relevant to legal and regulatory controls that govern standard work practices.
• Collect and record information in line with documented guidance and rules and prepare reports including commentary and an analysis of trends to facilitate decision-making.
• Monitor business processes in order to identify opportunities for improvement.
• Handle complex customer / distributor / broker / colleague queries or service requests using technical knowledge to provide information and advice in order to deliver customer satisfaction in line with service standards.
• Handle complex customer / distributor / broker complaints (e.g. due to tax, legal, regulatory issues), with focus on providing an understandable explanation.
• Resolve day-to-day operational issues referred from other functions of the business, ensuring an efficient and high-quality service is extended to all internal clients.
• Deploy a wide range of knowledge of business propositions and various servicing platforms, to enable the provision of a first class service internally and externally, and act as an informal resource for colleagues with less experience where appropriate.

Additional Job Functions

• Test existing practices, identifying improvements and share ideas with manager and colleagues.
• Conduct personal development using the tools available and provide evidence in the training & development log.

Job Qualifications

Required:

• High School Diploma or Equivalent and 2 or more years of experience in the Administrative Support area

OR

• Zurich Certified Insurance Apprentice including an Associate Degree and No prior experience required in the Administrative Support area

Preferred:

• Insurance Industry knowledge
• Reasoning and problem solving skills
• Strong verbal and written communication skills

You are the heart & soul of Zurich!

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives.

We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step.

Let's continue to grow together!