Insurance Email Support

Summary This is essentially a customer service / correspondence role within insurance, focusing mainly on handling email enquiries and customer requests. The person will communicate with both customers and intermediaries/advisers, ensuring queries are resolved accurately and within service standards. Key Points - Main channel is email – manage customer and intermediary enquiries - Handle emails, letters and outbound calls where required. - Provide a one-stop service, aiming to resolve enquiries at the first point of contact. - Process routine customer requests based on established SOPs, product knowledge and approved templates. - Handle straightforward and non-complex cases independently; escalate complex or exceptional cases to the Team Lead/relevant teams. - Maintain accurate case records, follow-ups and audit trails, while meeting SLAs/service standards. - Help resolve customer issues amicably and propose appropriate solutions within approved guidelines. - Role is relatively process-driven and operational, rather than requiring the person to make complex decisions independently. Job Requirements - Experience in Customer Service / Insurance Operations / Policy Servicing / Customer Correspondence / Contact Centre / Email Support - Customer service or correspondence-handling experience - Insurance experience, especially life, health or investment-linked products, is advantageous - Salesforce experience is a plus - Diploma or Degree - HI / M5 / M8 / M9 certifications are advantageous, not mandatory