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Zurich NA Technical Adviser (Part-Time, Job-Share and Full-Time) in United States

Technical Adviser (Part-Time, Job-Share and Full-Time)

94271

Location: Swindon (in office or 50% hybrid)

Hours: 37.5 hrs Mon-Fri (between 8.30 to 5.30pm)

Closing date for applications: 18th August 2022

We’re the #1 best place to work in the insurance industry!

We’re delighted to have been awarded a Glassdoor Employees' Choice award, recognising us in the top 20 UK’s Best Places to Work in 2022 and the only UK insurer to make the list. The Employee’s Choice award recognises employers that shine brightest according to those who know a company best – the employees.

The opportunity

We are on a journey of change and transformation. Our ambition is to the best retail protection provider for our advisers, customers and our people.

As we grow, we’re looking for a technical adviser to join our experienced and highly successful customer service team.

The core of the role is to deliver an excellent customer experience through regular coaching of the team, developing highly effective, engaging training plans which focus on delivering the right customer outcomes. In addition to this you will act as the key subject matter expert, maintain effective frameworks and controls whilst also supporting our continuous improvement & automation activity.

In return for your commitment to help us achieve our ambition we can offer an outstanding place to work, where you thrive and grow.

The role is up to 37.5 hours per week, working from Monday to Friday between 8.30am and 5.30pm. As well as no evening or weekend working, we offer a hybrid working model so once you’re up to speed you can work from your own home if you prefer for up to 50% of the time once your training is complete.

We want the best people for our roles, and we recognise that sometimes those people aren’t available full-time so we ve part-time, job-share and full time roles available.

Main Accountabilities

The ideal candidate will be able to:

  • To understand, build, maintain and enhance customer relationships

  • To build, maintain and enhance the team’s competence in order to improve delivery of the customer experience and to ensure we treat customers fairly

  • To accurately apply knowledge of relevant systems, products, processes and procedures when processing customer requests or answering questions within the team

  • To promote the provision of a first-class experience for customers and to share knowledge and expertise with other team members

  • To contribute to and support the creation of a positive team culture

  • To challenge the activities inside and outside the team in order to improve the customer experience

  • To complete Root Cause Analysis on activities within the team to support recommendations for process improvements, prevention of issues and improved customer outcomes

  • To regularly evaluate actions taken to ensure success is measured, to build on success or to alter approach, if required

  • Resolve complex legislative, product, compliance and non-standard process queries to meet our service levels according to business need

  • Provide technical coaching and training where appropriate

  • Analyse referral trends, provide feedback and implement improvement activity to reduce queries by initiating process changes and/or providing technical training

Your skills and experience

  • Knowledge of Life products, (Term, Critical Illness, Income Protection)

  • Term, Critical Illness, IPP

  • Platforms – SSG (preferable)

  • Knowledge of procedures & technical standards

  • Significant knowledge of relevant legislation, FCA/PRA principles and in particular, Treating Customers Fairly

  • Market, risk and business awareness

  • Knowledge of quality, complaints, breach and procedure frameworks

  • Passionate about delivery of customer service and the need to treat customers fairly

  • Ability to work in a team/team player

  • Cope with varying workloads and pressures

  • Good verbal and written communication skills including ability to manage expectations, influence decisions, obtain buy-in and effectively negotiate and compromise

  • Good PC skills, including Microsoft Excel, Word and any other applications as appropriate

  • Able to deliver effective feedback and ability to coach others

  • Analytical and report writing skills

  • Ability to question confidently

  • Ability to conduct effective root cause analysis

  • Planning and organisation with ability to prioritise workload

The reward

As well as a competitive salary we also offer an excellent lifestyle benefits package which includes:

  • 12% Non-Contributory pension scheme

  • Annual company bonuses

  • 25 days holiday plus an additional 3 volunteering days

  • Private medical cover

  • Income Protection

  • Life Cover

  • Discounted gym membership,

  • Discounted gadget insurance

  • Discounted technology offers

  • Virtual GP appointments

  • Plus much more!

At Zurich we will consider requests for flexible working on hiring. Many of our employees work flexibly in many different ways, including part-time, flexible hours, job share, an element of working from home or compressed hours. Please talk to us at interview about the flexibility you may need.

Who we are

With about 55,000 employees serving customers in more than 170 countries we aspire to become the best global insurer as measured by our shareholders, customers and employees. If you're interested in working in a dynamic and challenging environment for a company that recognises and rewards your creativity, initiatives and contributions - then Zurich could be just the place for you. The success of our business is built on the contributions of our highly talented employees - people who work every day to position us at the forefront of the insurance industry. We therefore look to hire great people and we encourage those people to give their best.

You’ll feel the support of being part of a strong and stable company. A long-standing player in the insurance industry, we make every effort to address the career development needs and plans of our employees to ensure their success in the future.

Our Culture

At Zurich we are proud of our culture. We are passionate about Diversity and Inclusion. We want you to bring your whole self to work we have a diverse mix of customers and we want our employee base to reflect that. Our diversity and inclusion initiatives are creating an environment where everyone feels welcome regardless of protected characteristics.

With the above in mind we accept applications from everyone regardless of your background, beliefs or culture however we especially welcome applications from women, people from ethnic minorities, people with a disability and people who are LGBT+ as these groups are currently under-represented in our organisation.

We are committed to continuous improvement and we offer access to a comprehensive range of training and development opportunities. Zurich is passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity through the Zurich Community Trust.

We have won numerous awards for our work on Diversity and Inclusion. We are also proud to be nominated for the 2020 Insurance Times award for Diversity and Inclusion. You can read about our awards on our website.

So make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us. #LI-Hybrid

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