Company description / JD introduction

• We are HCLTech, one of the fastest-growing large tech companies in the world and home to 220,000 people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering, Cloud and AI.
• The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

Responsibilities/ Tasks

• Assist the Team Leaders in ensuring the timely and accurate delivery of complaint resolution in accordance with mutually agreed service level agreements (SLA) and other agreed deadlines and to ensure that regulatory and audit requirements are met.
• Provide an excellent and efficient service to our customers' policyholders, responding to written and verbal complaints received from policyholders and IFA's.
• Take responsibility for achieving individual productivity and quality targets and positively contributing to the achievement of SLA's.
• Respond to complaints received from policyholders and IFA's received via multichannel.
• Process complaints on policies in priority order as determined by the Company Work Management System, to maintain day to day service standards to agreed levels.
• Liaise with internal and external parties to discuss specific complaints to achieve appropriate outcomes for customers.
• Respond to customer complaints via a written response conducted in a professional and considerate manner to maintain good customer relations.
• Respond to customers ensuring that they are treated fairly and that a high level of service is delivered. Keeping customers informed of any delays in accordance with procedures and customers' expectations.
• Liaise directly with other departments within HCLTech to improve service and to suggest improvements where appropriate.
• Bring to the immediate attention of Senior Management any issues or concerns that could have a detrimental impact on either HCLTech or our clients reputations.
• Participate fully in departmental and team meetings in order to relay information and promote effective communication and suggest process improvements as appropriate.
• Work with colleagues towards operating self-managed teams.
• Work within industry compliance and legislative requirements under the guidance of the Team Leader, ensuring compliance with controls and procedures.
• Ensure that data security precautions are undertaken at all times to prevent the possibility of identity theft.
• Ensure that all policy fraud controls are followed to prevent fraudulent transactions against policies.
• Undertake any other duties as may be deemed appropriate by the Team Leader.
• Respond to complaints received from policyholders and IFA's received via multichannel.
• Process complaints on policies in priority order as determined by the Company Work Management System, to maintain day to day service standards to agreed levels.
• Liaise with internal and external parties to discuss specific complaints to achieve appropriate outcomes for customers.
• Respond to customer complaints via a written response conducted in a professional and considerate manner to maintain good customer relations.
• Respond to customers ensuring that they are treated fairly and that a high level of service is delivered. Keeping customers informed of any delays in accordance with procedures and customers' expectations.
• Liaise directly with other departments within HCLTech to improve service and to suggest improvements where appropriate.
• Bring to the immediate attention of Senior Management any issues or concerns that could have a detrimental impact on either HCLTech or our clients reputations.
• Participate fully in departmental and team meetings in order to relay information and promote effective communication and suggest process improvements as appropriate.
• Work with colleagues towards operating self-managed teams.
• Work within industry compliance and legislative requirements under the guidance of the Team Leader, ensuring compliance with controls and procedures.
• Ensure that data security precautions are undertaken at all times to prevent the possibility of identity theft.
• Ensure that all policy fraud controls are followed to prevent fraudulent transactions against policies.
• Undertake any other duties as may be deemed appropriate by the Team Leader.

Education/certification

• Have achieved, or be willing to undertake the Certificate in Financial Administration.

Key Skills Required

• Experience of working in financial services