Insurance Team Leader
About Candidate
Education/Qualification
- 2013 Pendleton College – 3 A Levels Achieved
- 2011 Fred Longworth – 11 GCSE’s Achieved including Mathematics and English
Systems used
- Microsoft Word and Excel – Intermediate
- Internal Systems
Career Summary
Previous Employer – Life Insurance Provider
Position – Various Role
Dates – June 2023 – Present
Position – Deputy Team Leader
Dates – June 2023 – Present
- Managing a Team of 10 Team members – Reporting to Customer Care Manager
- Completing 1-1s, feedback, workshops and coaching
- Responsible for Helping with New Starters Journey and Development
- Helping Assist with KPIs of the team
- Assessing data from the Team – From Previous Months/Years for Expectations.
- Focusing on Reviewing Call Culture – Missed/Lost calls
- Assigning Workload to Team and Delegating Tasks
- Further Training Sessions and Creation of Training Documents
- Responsible for Setting/Pushing for Team incentives
- Overall Customer Care Advisor Duties
Position – Senior Customer Care
Dates – June 2022 – June 2023
- Assisted with Booking in Meetings/ 1-1/ Coaching and Feedback
- Created Material for New and Existing Staff such as Bibles/ New Starter Packs
- Actioned Daily Inboxes and Notifications for the Team
- Provided Support for Both Customer Care Teams and Helping on the Phone
- Took Escalating Calls from Members of Staff
- Ensured the Teams KPIs were Managed
Position – Customer Care Advisor
Dates – February 2021 – June 2022
- Liaised with Customers- Using Key Skills such as Negotiation and Objection Handling
- Met KPIs relating to a Monthly Bonus Schemes
- Completed Administrative Work/ Set Diaries and Chase Providers
- Retained Customers, maximise revenue and ensure TCF guidelines are met
- Resolved problems – Ensuring Company Reputation was Upheld
- Completed Daily Auditing For all Applications
- Delt with Customer Cancellations/ Late Payments/ Trust Form related Issues
Previous Employer – Auto-load Provider
Position – Various Roles
Dates – January 2020 – December 2021
January 2020 – Present Customer Support Team Leader
- Managed a Team of 26 Agents
- Compiled Daily Allocation to Maximise Efficiency of all Departments
- Allocated and Monitored Daily SLAs and KPIs
- Liaising with 3rd Party Finance Companies/ Customers/ Dealers – Reclaiming Outstanding Advance Discrepancies
- Managed and Coaching Team Members -Ensuring they have the Knowledge to Fulfil Their Role
- Carry out regular 1-2-1s/ Completing Audits/ Provide Regular Feedback/ Completing Back to Work Interviews
- Working Alongside Compliance with any Suspicious Activity and Escalate Further if required
- Responsibility for the Smooth Running of all 3 Departments reporting to Myself, ensuring any Issues are Resolved
- Worked Closely with Accounts – Ensuring, if required, they can provide an Ad hoc Payment
November 2017 – December 2019 Payout Administrator
- Chased Pay-Out Documentation – Ensuring it is Received Correctly and in a Timely Manner / Ensuring all Documentation is Completely Accurate. Highlighting any Errors and Resolving them
- Responsible for Excellent Communication Between Both External and Internal; Including but not Limited to Account Managers/ Accounts/ Car Dealers and Customers
- Responsible for Examining Finance Documentation and Customer Files – Ensuring it is Correct and within the Lenders Criteria prior to Proceeding Further
- Worked closely with Sales Teams to help them Achieve – Daily/ Weekly/ Monthly Targets
- Showcased Strong Updated Knowledge of Lender Criteria – using Multiple Finance Partners Systems
- Processed and Inspected Security Checks
- Completed HPI Checks and when required Chase for Finance Clearance
April 2017 – November 2017 Dealer Setup Executive
- Investigated Dealers and Assessing Risk to the Company by Completing Fraud Matrix Assessments
- Built a Rapport with Dealers
- Completed Financial Credit Checks
- Ensured Dealers were all Compliant with the Financial Conduct Authority
- Complete Annual Reviews for every Dealer on the System
- Confirmed Bank Details with Dealer Accounts
Previous Employer – Retail Store
Position – Senior Sales Advisor
Dates – January 2017 – April 2017
