Underwriting Clerk – Bishops Stortford
Customer Service Advisor
General – UK

Underwriting Clerk

To provide an efficient and high quality service for any new or existing customers who require a policy


• Fully acquaint yourself with the staff/call rating criteria striving to continually improve in all areas
• Meet the minimum required benchmark of 25 calls per day
• Maintain a high level of quality and performance in conjunction with the Staff Rating Document/Structure
• Meet your minimum personal/team targets and or benchmarks
• Maintain your knowledge of the products/guides we offer along with what we can offer outside of screen options
• Thoroughly check all aggregator business to ensure the risk is appropriate for the scheme used. Use all tools available to verify all details provided by the customer including reviewing historic quotes
• Follow the priority of work as advised by your Supervisor/Team Manager on a daily basis
• Ensure that all data is entered correctly and that the price offered is accurate
• Offer polices that meet the customers needs or advise what we can offer if full needs cannot be met
• Offer customers all relevant add-on’s maximising your conversion
• Make outbound calls to maximise sales
• Maximise your performance by using all the tools available to you such as the intranet
• Attempt to close the sale on each call and if not possible arrange for a call-back and send a quote pack
• If you have confirmed cover is in force ensure that relevant proof of cover has been issued
• Provide clear and factual information when making referrals
• Ensure that customers are aware of all restrictions/exclusions of cover
• Follow the requirements on the various checklists
• Answer/make calls politely and in an efficient manner treating customers as you would expect to be treated
• If you have agreed to call a customer back ensure that this is completed within agreed time frame
• Each file worked on is completed correctly leaving notes detailing activity
• Keep you own diary up to date
• Follow the companies processes and remain compliant
• Work together as a team
• Report any bugs or issues with the system to your Supervisor/Team Manager
• Attend and contribute to team meetings
• Seek advice if you are unsure how to reply to a query or to complete an action
• Take ownership of problems and pro-actively seek solutions
• Keep your Personal Development Folder up to date recording training and knowledge gained in your CPD Log
• Keep your work area, the toilets, the breakout room and the internet room clean and tidy

Any other duties that the company may reasonably ask you to undertake in connection with your job role

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