Sales and Service Associate

SUMMARY:
P&C Insurance – Policy Sales & Service

POSITION INFO:

Basic Function

This role involves managing and exceeding sales of insurance policies within new and existing markets of Australia with a combination of providing excellent customer service. It would involve managing majorly inbound and very few outbound calls for customers to handle sales and service of high standards.

Essential Functions

• Handle majorly inbound and outbound (small ratio) sales calls for new and renewal of existing business. Ask the right questions to uncover customer needs with the view of generating a sale
• Handle service enquiries from customers. Take steps to retain customers
• Ensure customer advocacy scores are meeting or exceeding expectations
• Maintain the AHT as per client specifications
• Up-sell / Cross sell options by promoting benefits to the customer based on their needs
• Maintain policies and change details as needed
• Maintain accuracy of customer data
• Handle customer concerns and objections
• Adhere to underwriting guidelines
• Adhere to compliance guidelines when conducting business with customers
• Follow best practice procedures
• Participate in weekly and monthly coaching

Primary Internal Interactions

• AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support
• Manager for the purpose of review, feedback, clarification and operations communication
• Associates (peers) for the purpose of seeking cooperation & clarification on process-related matters
• Subject Matter Expert / Trainer for the purpose of work related issues and escalated transactions
• QCA for the purpose of feedback and audit

Primary External Interactions

• Customers/Clients as per business requirements
• Client SME/Trainers for training, coaching & mentoring
• Exception/escalation teams at

Organizational Relationships

Reports To: Assistant Manager – Operations

Supervises: NA

Skills

Technical Skills

• Good Computer navigation skills, keyboarding skills
• Should be familiar with MS Office
• CEF score of C1 

Process Specific Skills

• Excellent communication and convincing skills
• Ability to increase sales while providing excellent customer service
• Knowledge of the insurance industry in Australia is preferred

Soft skills/Aptitude

• Self-discipline
• Result driven
• Adaptability
• Customer Service
• Ability to generate sales and cross sell

Soft Skills

• Good telephonic & customer service etiquettes
• “Customer first” approach to problem solving
• Ability to understand and accept feedback on errors and use the learnings to avoid similar errors in future
• Excellent communication skills
• Good Inter-personal skills
• Questioning, reasoning and convincing skills
• Ability to multi task, prioritise and manage daily work activities

Education Requirements

Minimum of Matriculate or must have completed 12 years of education

Work Experience Requirements

0-2 years of experience in insurance, sales & service, handling voice and queries, etc. Preferred understanding of the Australian Insurance domain would be an added advantage

NB! This job is now closed. You can apply for other jobs by uploading your CV.