Customer Service Specialist - Aviva Travel Insurance - Work From Home

Teleperformance•Concordia, KS

1d•Remote

About The Position

This role involves processing Aviva travel insurance policies, handling inbound customer service calls, and managing demand for their banking partner. The specialist will process medical and trip upgrades for customers, deal with complex medical queries, screen customers' medical conditions, and adhere to mandatory call scripts. They will use multiple systems simultaneously, own and handle FCA regulated complaints, and manage underwriting risks with a focus on customer protection and identifying vulnerability. Compliance with strict FCA regulations is paramount.

Requirements

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
Must be free from any caregiving responsibilities during all shift times (e.g., full childcare arrangements in place)
Maintain a professional working environment
Ensure a dedicated workspace free of noise and distraction
Workspace/room to be clear of any mobile phones or other electronic devices whilst at the workstation

Nice To Haves

Process Excellence: Doing things well means something to you and you will always strive to improve on your work.
Collaboration: 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.

Responsibilities

Processing Aviva travel customers policies
Handling call demand for our banking partner
Processing 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
Handling underwriting risks with caution and customer protection at the forefront
Identifying and recording vulnerability, requiring patience, empathy and support
Complying with strict FCA regulations around compliance with a key focus on customer protection

Benefits

Perks at Work – Savings Discounts / Free Online Classes
Help@Hand - Savings Discounts / Podcast / Wellbeing Recourses / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, Legal Advice
Critical Illness – up to £10,000
Cycle to Work Scheme
Eyecare support voucher
Holiday Purchase Scheme
Length of Service Awards
Workplace Pension
Monthly Inspire Awards – For the best of the best
Refer-A-Friend earns up to £1,200 for you
Monthly Wellbeing Webinars
Dedicated Employee Experience Progress – Here to support TP journey