Senior Clerk

We are looking for a customer orientated individual with excellent communication skills to join our Retention Administration Team. You will be responsible for supporting policy retention, policy maintenance, and client service processes to ensure the effective management of active policies. The role focuses on investigating policy discrepancies, attending to arrears, reinstatements, payment method amendments, premium debt applications, and client communication in line with company procedures and compliance requirements.

• Investigate and analyse discrepancy reports relating to arrears, cash payments, debit order non-payments, and policy maintenance in accordance with company policies and procedures.
• Assess and implement retention opportunities to preserve existing policies and minimise policy lapses.
• Investigate and reinstate lapsed policies in accordance with reinstatement rules, approved time frames, and compliance requirements.
• Monitor recurring cash payment trends and amend payment methods.
• Verify updated banking details and ensure accurate payment method maintenance on policies.
• Provide training, guidance, and support to new clerks and assist with onboarding and operational development.
• Ensure daily and weekly client replies and follow-ups are attended to within required turnaround times.
• Provide professional and accurate policy information and updates to clients via telephone and email. Assist with client call-backs, follow-up queries, and policy-related communication to ensure effective service delivery and client satisfaction.
• Provide supervisors with daily, weekly, and monthly feedback and reporting on work completed, discrepancies resolved, and operational performance.
• Ensure compliance with company procedures, premium debt rules, reinstatement requirements, and audit standards always.