Job Description
GENERAL FUNCTIONS & TASKS
Will be provided in detail at client interview but will include -
Client communication - Manage and communicate with clients through various mediums as required. Establish and manage relationships with key contacts at client businesses. All client queries to be actioned / responded to within 24 hours of receipt. Incoming mail / faxes to be electronically scanned to Office Tech (OT). Policy schedules to be saved to the client's OT folder, and all other types of incoming mail to be scanned into the OT Intrays of the Broker. Field all overflow of phone calls, and email phone messages to the relevant broker where applicable if unable to assist. Manage allocation of tasks as required, and personally attend to Certificate of Currency requests. Renewal Administration Assist Brokers with all aspects of the client renewal process, including development of all pre and post renewal documentation, and client presentations / meetings as required.
Business Development - All new business open calls or queries to be allocated to a Broker depending on client turnover and BDM capacity. Any additional policy queries by current clients to be allocated to the client's Broker. Provide assistance to Brokers in preparing new business proposals, presentations and tenders, including attending client presentations as required. Actively participate in national and state based business development campaigns and opportunities as required.
Endorsement Administration - Action and process endorsement requests such as increasing LAOC or LOI as required.
Claims Administration - Responsible for the initial emailing out of claim forms to clients and processing new claims in WinBEAT, iclaims etc if straight forward and tasking the claim to the relevant Broker to follow up.
Insurer Management - Working with insurers, improve service standards to lift customer sentiment through reduced response times, appropriate and timely decision making, and profitable results for both organisations. Establish and manage relationships with key contacts at Underwriters.
Corporate Letters, Forms and Document Administration - In conjunction with the State Manager, responsible for making sure all corporate letters, forms, templates and documents are up to date, compliant and accurate.
Compliance - Ensure all processing is completed in line with established processes. Complete all tasks in accordance with service standards. Identified improvements are channelled appropriately, prior to their implementation.
Working with Other Teams - Provide the necessary support to assist the business maintain customer service standards and achieve their financial goals. Promote our cross-selling strategy by continually offering other products available services offered. Working with colleagues, foster a team approach amongst staff. Where requested, assist other teams with identified duties
Self Development - Undertake technical training that maintains requirements, and industry skill level requirements. Participate in training programs identified by management Structured learning of other areas of insurance, to ensure continuity of service during periods of leave.
Additional Duties - The incumbent may be required to perform additional tasks or duties outside those specified in the position description, if they are in line with the skills, experience and qualifications of the employee.
RELATIONSHIPS & AUTHORITY
Reports to Manager
Has authority and responsibility for efficient, effective and friendly performance of duties.
QUALIFICATIONS & EXPERIENCE
You will need to have Tier 1 or 2 or be prepared to obtain.
TECHNICAL SKILLS/SOFTWARE KNOWLEDGE
Experience with insurance broking software preferred.
CLIENT OVERVIEW
Professional services organisation in West Perth.
