Customer Care Agent

Summary

Join our Customer Support & Operations Team as a home-based agent, responding to customer inquiries via various channels. This role offers a structured training program and ongoing development opportunities. Successful candidates will have at least 12 months of experience in the motor insurance industry. Responsibilities include achieving service level agreements, meeting key performance indicators, administering policies, and building strong customer relationships. The interview process involves two rounds of competency-based questions. A comprehensive three-week training plan is provided, with expenses covered by Wrisk.

Requirements

MUST HAVE 12 months' insurance experience

Responsibilities

• To achieve all Service Level Agreements across all channels including calls and chat including achievement of expected customer satisfaction levels
• Consistently achieve Key Performance indicators and individual targets/objectives
• To administer policies and issue documentation within service standards
• Be motivated to deliver service excellence at all times
• To support the Customer Care team in achieving company’s business goals
• Optimise new business by increasing conversion and retention rates through exceptional customer service
• Reporting and analysis on key metrics
• Work to achieve Service Level Agreement (SLAs) across all channels
• Actively look for ways in which can improve our service to customers and become more efficient and enhance our delivery of service
• Actively seek customer feedback, analyse trends, identify customer friction points and make recommendations for potential process improvements / platform enhancements
• Ensure that you are fully conversant in contract terms and raise any areas of non-compliance to the Customer Care Manager or your Team Leader
• Identify any regulatory, contractual or data protection breaches and escalate to relevant persons
• Achieve minimum of 15 hours CPD per year and ensure your team meet requirements
• Apply and ensure Central Bank of Ireland, Financial Services and Pensions Ombudsman (FSPO) and other appropriate regulatory requirements are followed when undertaking general insurance business
• Ensure compliance with CBI's Consumer Protection Code and Insurance Distribution Directive rules
• Build and promote strong, long lasting customer relationships by understanding their needs and delivering a premium customer experience
• Build relationships within the team and create positive culture

Preferred Qualifications

• Excellent communication skills, able to communicate effectively and positively with the team and clients; build rapport and adapt communication style to suit customer
• A positive Team Player who contributes to team meetings and discussions, displays a positive can-do attitude and shares knowledge and helps colleagues
• Reliable and always behaves with utmost integrity
• A brilliant listener who actively listens to the needs of customers, shows empathy and summarise information clearly
• Professional and acts with discretion and confidentiality
• Treats customers fairly and ensures Wrisk complies with the Customers Best Interest Rule
• Trustworthy, ethical, honest