.Role purpose : To support the underwriting teams in delivering a high-quality client service by taking ownership of the operational functions of the team allowing them to focus on production and underwriting. To act as gatekeepers of information into the registration and policy production process. To support the Underwriters and ensure that the documentation required for processing is complete and accurate by adopting the right first-time principle. To ensure that new and renewal business and endorsements are processed to agreed service standards. Deliver excellent customer service and ensure high customer satisfaction. This role reports directly to the Operations Team Leader or Operations Manager, however,through the matrix reporting structure it may also have a dotted line to other parts of the underwriting community on a day-to-day basis.Key responsibilities :Build good working relationships with local underwriting teams and ensure that local underwriting management are regularly communicated with and kept updated on appropriate issues.Build good working relationships with third-party providers, proactively monitor and support the completion of outsourced processes, ensuring agreed service standards and quality levels are met.Ensure that quality and validation measures are completed, reported, and acted upon accordingly.Assist in the underwriting/processing of allocated new business, renewals, and endorsements accordingly.Act as first point of contact to lines for processing complex business.Support the Underwriting community through liaison with and participation at meetings with brokers, internal departments (e.G. P&C; PSU, Credit Control) and external advisers.Provide general assistance to underwriters for broker and/or client visits and other administrative duties as agreed with Operations Manager.Liaise with brokers and internal departments for credit control, claims, and risk information.Independently handle requests and queries from customers where appropriate.Coordinate with appropriate departments and staff to resolve first-level customer complaints.Work in conjunction with all respective areas to ensure efficient working practices are in place, e.G. identifying process improvements, providing feedback to reduce rework or errors, and escalate any blockages to the Operations Manager where necessary.Create and analyze Business and Operational reports; Investigate, action, complete, or escalate to line management as appropriate.Support the development and implementation of business processing tools by acting as SME and assisting in requirements gathering and UAT.Adhere to robust Quality Framework standards and procedures.Work within the framework of our ethical and service standards.Any other ad hoc duties allocated by the Operations Manager.Qualifications :Insurance apprenticeship with previous experience of a Commercial or Personal Lines insurance operation or underwriting support role (preferred). Competent in Microsoft Office
