Customer Service Executive / Account Manager
Salary £21,000 – £24,000 + Benefits + bonus
Location : Winnersh
My client are looking for an Account Manager / Customer Service Executive to join their team. We are looking for candidates who have got excellent customer service experience and someone who is familiar with up-selling or cross-selling. We are looking for candidates who are professional, confident and hard working. The ideal candidate will have experience in Financial Services/Insurance or Banking.
Manage a portfolio of affinity clients, ensuring a high retention rate across the portfolio and spotting opportunities for growth.
Cross selling additional products / services including; Dental and travel.
Providing excellent on-going support service to clients through the year.
Contact each client prior to renewal, advise them of holding insurers renewal terms, and establish whether their requirements remain the same or have changed since last renewal.
Promoting additional New Business and dealing with new business enquiries.
Building a working relationship with clients and insurers.
Develop and maintain an understanding of the PMI market, products and regulation attending insurer training as necessary.
Handle client queries, claims / invoice issues, chasing membership packs, certificates, membership lists in order to provide a high level of service to clients that is valued and strengthens the client relationship.
Develop and maintain understanding of invoice processing from insurers / providers.
Chase clients for outstanding payments and be able to explain how their premiums have been calculated and what is owed and in cases where a client has cancelled their direct debit contact them to save the business.
Handle client amendments such as joiners and leavers, tracking their progress and confirming to clients, providing premiums if required.
Input notes on all business, new / retention into database on a daily basis.
Liaise with other team members providing additional support where required.
Ensure relevant paperwork is on file to ensure compliant process is complete.
Qualifications & Experience
Experience within the Financial Services / PMI / General Insurance market desirable but not essential as full training is provided.
Experience in successfully handling customer enquiries via telephone essential.
Relationship building experience with providers, clients and account managers or alike desirable.
Working in a changing market.
Experience and skilled in using Microsoft Office Programs.
Efficient and reliable.
Strong personable telephone manner essential.
Negotiation skills and experience desirable.
Good numeracy skills and literacy skills essential.
Effective verbal and written communication skills essential.
Professional client focussed approach essential.
Well organised and can respond well under pressure to meet deadlines.
Works well as part of a team as well as being able to use own initiative.