Customer Service Agent - Retail Underwriting Team
Allianz plc are the trusted insurance partner to over 700,000 customers in Ireland. With a global legacy of trust and excellence, we are committed to protecting the things that matter most to our customers and offer a wide range of insurance products. Our commitment to innovation, customer-centric solutions and digital transformation ensures that we can provide peace of mind and security to all our customers across Ireland.
The Opportunity
In Retail Underwriting, customers and business partners are at the centre of our business activities, whether it's providing them with new policies, renewing and maintaining their existing policies and providing excellent customer service. The purpose of this role is to quote, convert, renew and maintain general insurance policies for new and existing customers through intermediaries. While the role is officially based in Elm Park, Dublin 4 the team currently upholds a highly flexible hybrid way of working.
Key Responsibilities
* Servicing our customers and business partners via inbound telephone calls, emails and general administration
* Consistently demonstrating true customer centricity; ensuring high level of engagement with customers, meeting and exceeding customer and intermediary expectations and acting with integrity
* Organising and prioritising work in order to deliver on the various service level agreements
* Adhering to agreed processes and procedures including company quality and underwriting guide
* Proactively anticipating customer issues and taking appropriate action
* Complying with the Financial Regulator's Minimum Competency Code, Consumer Protection Code and any other relevant regulations
* Actively and enthusiastically participating in the achievement of individual and team targets and objectives
* Engaging fully in Inclusive Leadership sessions with your manager, having a proactive approach to learning and development
Key Requirements and Skills
Essential Criteria
* A minimum of 2 years' experience working in a phone-based sales or customer service role
* Demonstrated ability to work within, and achieve key performance indicators across quality and service metrics
* Interest in pursuing a career in insurance, including relevant qualifications
Desirable
* Working Towards or Completed an APA, CIP or have met the Grandfather criteria for the role as per the Minimum Competency Code issued by the Financial Regulator
* Demonstrated knowledge of home and motor insurance products
* Prior experience working with Broker Software; i.e. Open GI or Relay
Regulatory Notice
This role is subject to Minimum Competency Code ("MCC") as provided for by the Central Bank of Ireland. A recognised insurance qualification may be required for this position. Appointment to this role will be subject to the requirements provided for by the Central Bank of Ireland. This role is a Control Function (CF-4) and is subject to F&P Standards. This includes the requirements provided for by the Central Bank (Individual Accountability Framework) Act 2023. The successful candidate will be provided with the relevant Conduct Standards (including Additional Conduct Standards) training, where required.
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