Policy Review Advisor

You'll be one of our first lines of defence at Hastings for protecting the business against potential policy fraud by validating our customer policies and ensuring these hold the correct information that best suits their needs. You'll be responsible for balancing a varied portfolio of customer policies and will validate these through a variety of different checks (directly with customers or by authenticating documents) and ensuring that any risk information is reviewed and if relevant, completed in a timely manner. You'll use a data driven approach, effective conversation management plus cutting edge application fraud tools to identify and treat deliberate and unintentional policy misrepresentation, ensuring customers are retained at the right price and that high-risk policies are removed from cover. Accountabilities:

• Responsible for validating a portfolio of policies within agreed timeframes that have been identified as having application fraud indicators varying in complexity.
• Ensuring that any risk information is validated efficiently and accurately by reviewing information and documents received via various communication channels.
• Ensuring that policies meet customers' needs and have the appropriate level of cover with the correct risk information to support good outcomes.
• Identifying and acting on deliberate and unintentional policy misrepresentation.
• Responsible for servicing inbound and outbound calls from customers, internal colleagues and external parties.
• Ensuring service level agreements are met on your portfolio of work and cases assigned to you.
• Reviewing received documents to ensure they are genuine and valid, taking appropriate action where necessary.
• Supporting customers with any complaints effectively, reaching good outcomes.
• Demonstrate a keen eye for detail, excellent communication and interpersonal skills.
• Champion a collaborative approach with various colleagues & stakeholders throughout the organisation.
• Strive to exceed individual KPI's and goals and take ownership of personal development.
• Getting it right for our colleagues and customers through ownership and adherence to internal and external policies, regulated procedures and FCA (Financial Conduct Authority) legislation whilst following our 4C's values.
• Keeping the customer experience at the heart of everything we do, ensuring customers are always treated fairly and the right outcome is achieved.
• Ensure that you are meeting customers' fair and reasonable expectations. Question and challenge peers and managers where processes and procedures do not meet these expectations and any activity that does not place customers' interests at the heart of how we do business.
• Complete training as mandated by the company and regulated by the FCA.
• Ensure that you achieve and demonstrate levels of competence required to fulfil job requirements.
• Demonstrate a professional behaviour whilst also respecting and valuing colleague similarities and differences.
  
  An ability to apply a data driven and analytical approach to the validation of policies and documents.
• Demonstrate active listening to identify potentially deceptive behaviours.
• Natural ability to lead conversations.
• Excellent organisational skills with the ability to prioritise work and meet deadlines.
• Competent IT skills with ability to use systems necessary for the role.
• Microsoft Office Suite
• Strong written communication skills.
• Experience working in a customer facing environment with targets.
• A basic understanding of Motor Insurance.
• Identification and support of vulnerable customers.
• Knowledge of GDPR and data protection compliance requirements.
• Able to adapt to change & new ways of working.
Desirable
• Contact Centre service experience.
• Expert understanding of the motor Quote to Sale and Retention customer journey
• Insurance industry knowledge.
• Understanding of risk profiles, different elements of quote manipulation and different data types.