Renewal and Retentions Consultant (sd/rrc)
As a Renewals & Retention Consultant you will be responsible for delivering exceptional customer service to existing customers and producing high quality, sustainable business through a proactive contact strategy.
The key functions of the role are to carry out calls with all new customers, successfully retain, renew or re-broke, in conjunction with the sales team, through your expertise and knowledge of the marketplace. The role requires individuals that are self-motivated, understand and able to deliver an outstanding customer experience, whilst achieving KPIs and managing customer expectations throughout the lifetime of their policy.
Responsibilities and Duties:
o Providing excellent customer service in line with company standards, procedures and guidelines.
o Provide the highest levels of customer service and advice to retain customers who are looking to cancel policies mid-term or at renewal stage.
o Talk positively about the brand with customers, raising awareness of full product offering and take advantage of cross sell or rebroke opportunities, working closely with the Sales Advisers
o Liaise with our insurer partners to determine best industry policies and practices and handle customer complaints and cancellations effectively.
o Keep abreast of changes to industry regulations and underwriting criteria of our insurance partners.
o Having a high regard for compliance within an FCA regulated business and adhering to all legislation and regulatory guidelines.
o Contribute to, and follow at all times, the policy on Treating Customers Fairly.
o Being self- motivated and contributing to a positive, working environment with a good team spirit and strong work ethic.
Key skills required
o Previous experience of working within a competitive, customer role (Essential).
o A proven track record in achieving targets and goals (essential).
o Experience of working within an FCA or regulated Service environment (desirable).
o Experience of working with a range of financial products
o Excellent communication skills. You will need to demonstrate superb verbal and written techniques to all our customers and external partners.
o Keep abreast of the markets ever-changing policies and regulations.
o Excellent organisational skills and capable of multi-tasking to tight deadlines.
o Display and execute sound knowledge of the marketplace. Demonstrates problem solving attributes when required.