Bilingual (Spanish) Lease Administrator / Customer Service - £20k perm - Croydon
Hours 9am to 5.30pm ½ hour lunch
-Administration, including processing lease applications and payments and producing member’s documents.
-Fluent in Spanish and English
-Liaise with all external customers at the time of need, including next of kin.
-Update database with all amendments, such as change of address etc.
-Liaise with colleagues to ensure correct information is up to date and communicated and latest information is provided.
-Process stock and literature requests for Sales Agents, Will Writers and Representatives.
-All aspects of administration to support the Plan co-ordinators.
-Inputting data onto the database, filing, answering phones, dealing with customer queries and complaints, general office duties.
-Customer compliance calls and customer services courtesy calls.
-Lapse management comprising of contacting any client who has gone into arrears with their insurance plan.
Job Role and Responsibilities
-Provide full customer services to all clients, agents l complaints and/or queries, ensuring you respond and resolve complaints and/or queries in the agreed timing. Timing may be different as it will depend on the issue.
-To ensure all communication is clear and concise and ensure you comply to deadlines with regard to sending updates and to resolve all issues
-Answer phone, speak to all customers and help to resolve queries until finalisation.
-Process plans using database, liaising with various parties and producing member documents. Keeping database up to date with any changes.
-Liaise with Accounts department regarding settlements, payments.
-Liaise with colleagues internally to ensure all Regional Managers are kept up to date with latest information, liaise with colleagues internally regarding any repatriation needs, production of certificates, letters etc as and when required
-Liaise with clients, Funeral Directors, Will Writers and Sales Representatives via phone, letter or email to keep them fully up to date with latest information.
-Adhoc administrative duties.
-Customer services and courtesy calls post sale of a GL Plan. Call client, check with password and details they have the correct client, advise them calls are recorded, then ask if client was happy with the previous call and check they’re happy to proceed with the purchase of the Plan. If so, proceed. If not, refer back to the seller.
-Lapse management duties.
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.
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