Customer Service Specialist - Aviva Travel Insurance - Work

Day to day responsibilities of the Customer Service Representative

• Customer Service processing Aviva travel customers policies
• Handling call demand for our banking partner. Dealing with Travel Insurance policies underwritten by Aviva to process medical & trip upgrades for customers
• Dealing with complex medical queries and screening customers' medical conditions
• Adhering to mandatory call scripts on all calls
• Using multiple systems simultaneously
• Owning and handling FCA regulated complaints through to completion
• Have direct responsibility handling underwriting risks and will deal with these queries with caution and customer protection at the forefront of your mind
• Identifying and recording vulnerability, where patience, empathy and support are critical
• Complying with strict FCA regulations around compliance with a key focus on customer protection, Whilst this is a Work From Home opportunity, you must ensure you are free from any caregiving responsibilities during all shift times. For example, you are required to have full childcare arrangements in place
• It is imperative that you maintain a professional working environment as you would if you were coming to an office
• It is your responsibility to ensure you have a dedicated workspace free of noise and distraction to comply with your contractual obligations
• This includes the requirement of your workspace/room to be clear of any mobile phones or other electronic devices whilst you are at your workstation
  
  You enjoy working with others and you like working as a team player.
• Communication-
You can speak and write clearly and in a confident manner.
• Emotional Intelligence, You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.
• Open-Mindedness-
You are able to be open to different ways of thinking and new ideas.
• Critical Thinking-
You are able to think logically when making decisions.
• Solution Orientation-
Having a forward thinking mindset focused on resolving challenges.
• Entrepreneurship-
Taking ownership, not being afraid to take on new tasks, develop and have a self-driven mindset.,
• Must be proficient in using/navigating PC systems within a fast-paced environment
• Fantastic verbal/communication skills
• Comprehensive experience within a customer service environment
• Have an open mind and positive attitude in response to feedback to help you improve
• The ability to establish collaborative customer relationships
• A good attitude and the ability to interact with lots of different people
• Strong written skills with the ability to show attention to detail
• Professional and friendly manner
• A good, consistent typing speed
• Take ownership of situations with positivity, resilience, and a dedicated approach to providing service excellence