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Call Centre Agents

We currently have a number of vacancies within our Customer Sales/Service area. The successful candidate will be required to respond promptly and efficiently to all our customer enquiries, from selling a product to match the customer’s needs or servicing their existing policy. Making sure you are providing long term customer satisfaction whilst adhering to agreed business processes and procedures to help achieve the overall business plan.

Job Responsibilities

· First line support for all telephone and email enquiries, responding to all the queries in a polite and professional manner

· Ensure all sales and updates are undertaken in accordance with the Company’s Policies and procedures and in compliance with FSA regulations

· To sell products to customers using TCF principles whilst maintaining first class customer service

· To ensure all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards/regulations at all times

· Promote the Company’s image through all customer interactions

· Handle customer objections effectively and in line with business processes

· Informing customers of other policies and products which they may not have already considered, which could enhance their existing policy

· Maximise sales opportunity and achieve all targets

· Any other reasonable duties as required

Experience

· Previously worked in a call centre, or experienced of liaising with customers

· Ideally experience of working in the financial/insurance industry, but not essential

Skills

· Excellent communication skills, both verbal and written

· Self-motivated and enthusiastic

· Good time management and organisation skills

· Problem solving skills with the ability to adopt a logical approach to resolving problems

· Excellent customer service skills

· Good numeracy and literacy skills

· Computer literate

Knowledge

· A sound knowledge of insurance products and personal lines insurance following appropriate training

· Comprehensive understanding of regulatory requirements (including TCF) and company principles following appropriate training

Behaviours

· Customer focused

· Self-motivated and enthusiastic

· Target driven and results orientated

· An organised and proactive approach

· Able to work on your own initiative and as part of a team

· A flexible approach and positive attitude

· Desire to learn and develop through continuous training

· Emphasis on attention to detail and accuracy

· Confident in presenting complex information in a clear and concise manner

· Strives to deliver performance targets and drive the business improvements to contribute to the success of the business

· Shift Adherence and flexibility in terms of shift working

Working Hours

Monday through to Sunday variable shifts between the hours of 8am to 10pm.

Salary - £14,000 - £16,000 per annum, with an opportunity for on target earnings

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Claims Negotiator

We have a vacancy within our Claims team for a Claims Negotiator. The role will involve to deal with allocated claims as speedily and efficiently as possible from outset to conclusion within FSA regulations, and legislative and policy guidelines.

The Claims Negotiator must have a good knowledge of litigation procedures on non-PI claims, Knowledge of FSA requirements (including TCF) and the regulatory framework relating to claims and a Solid knowledge of all aspects of motor claims, to include litigation and credit hire.

Job Responsibilities:

- To proactively record and process claims in accordance with our principles and procedures and to maintain files within our service standards

- To ensure that all files are reserved accurately and promptly within our reserving philosophy. To be personally responsible for ensuring the reserves fully reflect the level of damages on each fileTo process cheques on claims files as required and in accordance with your authorities

- In total loss cases, negotiate settlement and investigate where necessary

- To dispose of salvage in accordance with the agreed categories and our salvage contract terms

- In theft/fire claims, to instruct assessors as necessary, consider their reports and negotiate settlement

- To deal and negotiate credit hire claims and being aware of protocols and procedures

- Understanding and dealing with litigation on non personal injury (PI) claims, RTA and Article 75

- To identify potential fraudulent claims and action as per guidelines

- Ensure compliance with TCF principles when liaising with customers and handling claims

- Identify and effect all potential recoveries from the relevant parties

- Maintain diary within SLA and KPI’S and undertake regular file reviews to ensure effective and timely settlement of all claims

- Provide support to the Claims Supervisor by ensuring delivery of own performance against agreed objectives, KPI’S and SLA’S

- Assist in the development of Level 1 Claims Negotiators

- To be compliant with health and safety policies at all times

- To ensure compliance with company and other relevant standards/ regulations at all times

- Any other reasonable duties as required

Experience

- Solid experience of handling all aspects of motor claims except personal injury

Skills

- Excellent communication skills, both verbal and written

- Negotiation and influencing skills

- Good time management and organisation skills with the ability to prioritise work

- Problem solving skills with the ability to adopt a logical approach to resolving problems

- Strong customer service skills

- Good numeracy and literacy skills

- Computer literate

Behaviours

- Customer focussed

- Self motivated and enthusiastic

- Takes initiative to make decisions

- An organised and proactive approach

- Emphasis on attention to detail and accuracy

- Able to work on your own initiative and as part of a team

- A flexible approach and positive attitude

- Confident in presenting complex information in a clear and concise manner

- Strives to deliver performance targets and drive business improvements to contribute to the success of the business

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Fraud Intelligence Handler

We currently have a vacancy for a Fraud Intelligence Handler. The role will involve the establishment, ownership and management of a fraud intelligence handling model for the business, as one part of valued counter fraud services provided to the business by Counter Fraud Services

Job Responsibilities:

- Establishment and ownership of an effective fraud intelligence model that harnesses internally and externally sourced intelligence, for use in protecting the business from fraud risks. Model to include the receipt, triage and dissemination of fraud intelligence.

- Management of a fraud intelligence repository, to include data input, quality, retention and disposal.

- Build and maintenance of a fraud intelligence alert model for the business.

- Manage the fraud intelligence relationships with the Insurance Fraud Bureau (IFB) and Insurance Fraud Investigators Group (IFIG), to include acting as focal point for all fraud intelligence and representing the interest of the business at IFB and IFIG forums.

- Represent the fraud intelligence interests of the business in other industry forums.

- Manage the fraud intelligence relationships with fraud suppliers to FCIM and insurers.

- Meet agreed fraud KPI’s and targets.

- Assist in the provision of appropriate and timely fraud management information (MI) as and when requested.

- Maintain an up to date knowledge of market counter fraud activities specific to intelligence and related fraud/financial crime legislation.

- Ensure compliance with Company financial crime procedures and related policies.

- Submit Suspicious Activity Reports as necessary to the Company MLRO.

- Ensure compliance with TCF principles when liaising with customers.

- Build and maintain relationships both internally and externally.

- To be compliant with health and safety policies at all times.

- To ensure compliance with Company and other relevant standards/regulations at all times.

- Any other reasonable duties as required.

Experience

- Fraud intelligence handling in the general insurance (motor) environment.

- Motor claims and policy experience.

- Claims fraud investigation and management, to include organised motor fraud.

Skills

- Excellent communication skills, both verbal and written.

- Negotiation and influencing skills.

- Good time management and organisation skills with the ability to prioritise work.

- Strong analytical and problem solving skills, with the ability to adopt a logical approach to resolving problems.

- Strong customer service skills.

- Good numeracy and literacy skills.

- Computer literate, to include Word, Excel, PowerPoint and the internet.

- Desk-top research to gather intelligence.

- Use of fraud mapping/charting software such as i2 or similar.

- Excellent report production skills.

Knowledge

- Strong knowledge of fraud intelligence handling.

- Knowledge of the IFB and IFIG intelligence models.

- Knowledge of SIRA and CIFAS.

- Excellent knowledge of processes and tactics used to gather and utilise intelligence to investigate and manage insurance fraud, and a solid understanding of relevant fraud related legislation.

- Excellent knowledge of FSA requirements (including TCF) and the regulatory framework relating to general insurance.

- Sound understanding of all aspects of motor insurance.

Behaviours

- Customer focussed (internal customers & external).

- Self-motivated and enthusiastic.

- Passionate about reducing the business exposure to fraud risk.

- Takes initiative to make decisions.

- An organised and proactive approach.

- Emphasis on attention to detail and accuracy.

- Able to work on own initiative and as part of a team.

- A flexible approach and positive attitude.

- Confident in presenting complex information in a clear and concise manner.

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Assistant Product Analyst

We currently have a position available within our Customer Relations Department for a Customer Relations Agents. The Customer Relations agent will be required to actively handle complaints and ensure they are resolved in a timely manner in line with company processes. To administer the complaints handling process and support the Customer Relations Controller to minimise the number of complaints received. To support the Customer Relations strategy.

Job Responsibilities:

- Recording, thorough investigation and resolving of customer complaints in a timely manner in line with Company process and KPIs.

- To be accountable for individual complaints cases across all areas and ensure progression to resolution, referring upwards to the Senior Customer Relations Agents and Customer Relations Controller as required.

- Liaise with the appropriate business areas when investigating and resolving complaints

- Act as a referral point for complaints from other areas of the business

- Provide feedback to the Customer Relations Controller with regards to complaints outcomes and any trends identified, so that the Controller can address with the business accordingly.

- To update the complaints database and ensure all entries are recorded accurately

- To escalate complaints to the Customer Relations Controller when appropriate to ensure targets are met (Complaints should where possible be escalated to Senior Agents first)

- To build relationships with all business areas

- To be compliant with health and safety policies, data protection rules and TCF philosophies at all times

- Ensure that all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards / regulations at all times

- Support the implementation of the Customer Relations Strategy so that Customer Relations is not seen as only responding to complaints – working with other areas of the business as required.

Experience

- Good track record in fair and reasonable complaints resolution, balancing customer and company needs

- Experience of conducting quality assurance and auditing

- Solid experience of working within the motor insurance industry

Skills

- Good communication skills, both verbal and written

- Excellent customer services skills

- Problem solving skills with the ability to translate problems and find resolutions

- Good organisational skills with the ability to meet tight deadlines at short notice

- Good numeracy and literacy skills

- Good IT and software skills, in particular with Excel and databases.

Behaviours

- Customer focused

- Self motivated and enthusiastic

- An organised and proactive approach

- Takes initiative to make decisions

- A flexible approach and positive attitude

- Approachable and keen to help others

- Confident in presenting complex information in a clear and concise manner

- Strives to deliver performance targets and drive business improvements to contribute to the success of the business

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Customer Relations Agent

We currently have a position available within our Customer Relations Department for a Customer Relations Agents. The Customer Relations agent will be required to actively handle complaints and ensure they are resolved in a timely manner in line with company processes. To administer the complaints handling process and support the Customer Relations Controller to minimise the number of complaints received. To support the Customer Relations strategy.

Job Responsibilities:

- Recording, thorough investigation and resolving of customer complaints in a timely manner in line with Company process and KPIs.

- To be accountable for individual complaints cases across all areas and ensure progression to resolution, referring upwards to the Senior Customer Relations Agents and Customer Relations Controller as required.

- Liaise with the appropriate business areas when investigating and resolving complaints

- Act as a referral point for complaints from other areas of the business

- Provide feedback to the Customer Relations Controller with regards to complaints outcomes and any trends identified, so that the Controller can address with the business accordingly.

- To update the complaints database and ensure all entries are recorded accurately

- To escalate complaints to the Customer Relations Controller when appropriate to ensure targets are met (Complaints should where possible be escalated to Senior Agents first)

- To build relationships with all business areas

- To be compliant with health and safety policies, data protection rules and TCF philosophies at all times

- Ensure that all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards / regulations at all times

- Support the implementation of the Customer Relations Strategy so that Customer Relations is not seen as only responding to complaints – working with other areas of the business as required.

Experience

- Good track record in fair and reasonable complaints resolution, balancing customer and company needs

- Experience of conducting quality assurance and auditing

- Solid experience of working within the motor insurance industry

Skills

- Good communication skills, both verbal and written

- Excellent customer services skills

- Problem solving skills with the ability to translate problems and find resolutions

- Good organisational skills with the ability to meet tight deadlines at short notice

- Good numeracy and literacy skills

- Good IT and software skills, in particular with Excel and databases.

Behaviours

- Customer focused

- Self motivated and enthusiastic

- An organised and proactive approach

- Takes initiative to make decisions

- A flexible approach and positive attitude

- Approachable and keen to help others

- Confident in presenting complex information in a clear and concise manner

- Strives to deliver performance targets and drive business improvements to contribute to the success of the business

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Claims Customer Service Agent

We have an opportunity within our Claims Operations department for Claims Customer Service Agents. Our Claims Customer Service Agent is the first line of support for all existing claims telephone enquiries, responding to all queries in a polite and professional manner whilst adhering to TCF and DPA principles.

Job Responsibilities:

- To answer calls from customers that have existing motor claims with us and resolve their queries efficiently based on your knowledge and the details held on the system

- To refer complex claims queries to the appropriate Claims Negotiator and have the ability to prioritise these calls

- To be aware of potential fraudulent claims and pass on the necessary details when required

- To be aware of potential referral opportunities and pass on the necessary details when required

- Achieve service level agreements (SLA’s) for telephony and administration tasks

- Liaise with Suppliers and Third Parties/Third Party Representatives when required

- Ensure compliance with TCF and DPA principles when liaising with customers and handling claims

- Maintain diary within SLA and KPI’S

- Provide support to the Supervisor by ensuring delivery of own performance against agreed objectives, KPI’S and SLA’S.

- To be compliant with health and safety policies at all times

- To ensure compliance with company and other relevant standards/ regulations at all times

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Credit Control Assistant (Part time - evenings)

First Central Insurance Management Ltd is part of an international Group that sells motor insurance products to UK customers. This is a rare opportunity to be part of our success as we grow. We are committed to providing the highest standard of service to our customers. Our plan is to achieve this through the training and development of our staff, by listening to our customers and looking for new ways to improve the way we work.

We have a number of vacancies due to continued expansion within our Finance Operations department. We are recruiting for Credit Control Assistants to work Monday to Friday 5pm -8pm. The Credit Control Assistants assist with the management of the credit control function.

Job Responsibilities:

- Daily processing of the DD default process

- Daily processing of the DD cancellation process

- Process refunds to policy holders debit/credit cards/CHAPS/BACS

- Answer queries received by emails from policy holders and other departments within agreed SLA.

- Process direct debt agreement rejections

- Undertake project work as required

- Follow the debt chase cycle, contacting customers by phone/letter/email as required.

- Daily processing of “no payment” insight activities – as allocated by supervisor.

- To ensure compliance with company and other relevant standards/ regulations at all times

To be successful you will need to be able to demonstrate the following;

- Call centre/telephone experience

- Excellent communication skills

- Good excel knowledge

- An understanding of direct debit processes

We offer great earnings potential and a vibrant and positive working environment at our brand new building in Haywards Heath near to the station.

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Project Support Officer

We have a vacancy within our IT department for a Project Support Officer. The Project Support Officer will take responsibility for the provision of project office services, to a number of business change initiatives within First Central. Advise on the available standards, procedures, methods, tools and techniques. Evaluates project and/or programme performance and recommends changes where necessary. Contribute to reviews and audits of project and programme management to ensure conformance to standards.

Job Responsibilities:

- The tracking and reporting of progress and performance of business change activities to key stakeholders

- The maintenance of programme and project files and the repository of lessons learned on previous projects and programmes.

- The provision of support and guidance on programme and project management processes, procedures, tools and techniques to the business change team and any operational area running their own initiatives.

- To understand project objectives, deliverables and milestones and support the Business Change Analyst and business change manager to deliver these.

- Produce as hoc reporting to the Business Change Manager, including milestone summary, key issues, risks, benefits, summary of costs incurred.

- To set up and monitor project processes and controls for compliance with procedures and standards.

- To create and maintain high level portfolio plans

- To assist Business Change Analysts in keeping budgets up to date including collating accruals, and producing accurate monthly budget reports.

- To collate, maintain and administer project documentation and deliverables; maintaining audit trail of all approved documentation and manage sign off process

- Assisting Business Change Analysts to Plan, monitor and control items of business change

- Contributes to reviews and audits of project and programme management to ensure conformance to standards.

The successful candidate should demonstrate experience in the following;

- Solid PMO, Business Analyst or Project Management role or similar

- Budgetary experience

- Experience in financial services desirable

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Technical Claims Negotiator (MOJ Negotiator)

We currently have a number of vacancies within our Claims Operations department for a Technical Claims Negotiator. The Technical Claims Negotiator will deal with allocated claims as speedily and efficiently as possible from outset to conclusion within FSA regulations, and legislative and policy guidelines. The successful candidate will need to have Technical expertise, motor claims experience and a proven track record in personal injury claim handling.

Job Responsibilities:

- To proactively process claims in accordance with our principles and procedures and to maintain files within our service standards

- To ensure that all files are reserved accurately and promptly within our reserving philosophy

- To be personally responsible for ensuring the reserves fully reflect the level of damages on each file

- To process cheques on claims files as required and in accordance with your authorities

- To deal and negotiate all moderate injury claims from outset to conclusion being fully conversant with the relevant sections of MOJ Reforms, Civil Procedure Rules, Personal Injury Pre action Protocol and Road Traffic Act and the implications of being RTA/ART75 insurer

- To identify potential fraudulent claims and action as per guidelines

- To deal and negotiate credit hire claims in accordance with procedural requirements

- To handle litigated cases in accordance with procedural requirements

- Maintain knowledge in specialist area to constantly improve understanding of technical issues

- Ensure compliance with TCF principles when liaising with customers and handling claims

- Build and maintain relationships both internally and externally

- Identify and effect all potential recoveries from the relevant parties

- Maintain diary within SLA and KPI’S and undertake regular file reviews to ensure effective and timely settlement of all claims

- Provide support to the Claims Controller by ensuring delivery of own performance against agreed objectives, KPI’S and SLA’S

- To be compliant with health and safety policies at all times

- To ensure compliance with company and other relevant standards/ regulations at all times

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Credit Control Assistant

We have a position within our Finance department for a Credit Control Assistant. The Credit Control Assistant will assist with the management of the credit control function.

Job Responsibilities:

- Daily processing of the DD default process

- Daily processing of the DD cancellation process

- Process refunds to policy holders debit/credit cards/CHAPS/BACS

- Answer queries received by emails from policy holders and other departments within agreed SLA.

- Process direct debt agreement rejections

- Undertake project work as required

- Follow the debt chase cycle, contacting customers by phone/letter/email as required.

- Daily processing of “no payment” insight activities – as allocated by supervisor.

- To ensure compliance with company and other relevant standards/ regulations at all times

The successful candidate must have previous Credit Control experience, preferably business to consumer credit control experience.

Welcome

Latest vacancies

Working for 1st central

Call Centre Agents

Claims Negotiator

Fraud Intelligence Handler

Assistant Product Analyst

Customer Relations Agent

Claims Customer Service Agent

Credit Control Assistant (Part time - evenings)

Project Support Officer

Technical Claims Negotiator (MOJ Negotiator)

Credit Control Assistant