Service Plus Consultant

12 Month Max- Term| Full-time | Hybrid Working

Role Summary:

Service Plus Consultants are front-line OMNI channel customer and adviser senior consultants within the life operations Service Centre.

The position is responsible for providing general advice and to be the SME for all product types ensuring all relevant information is understood so the customer can make an informed decision.

The role includes aligning with the Distribution value proposition via an end-to-end case management service to top tiered Advisors as well as executing new Growth and Retention campaigns via OMNI channel touch points including but not limited to Phone (Inbound/Outbound), Email, SMS & Webchat/Messaging initiatives aligned with ClearView’s 2025 strategy and beyond. Service Plus Consultants also acts as first point of contact for all escalations and complex enquiries and are required to be the subject matter expert for all ClearView’s products and services.

Primary Responsibilities:

• Provide general advice to Clients and Advisors and be the SME for all (Open & closed) product types ensuring all relevant information is understood so the customer can make an informed decision.
• Service & case manage top priority advisers for operational requests ensuring pipeline is managed and expediated within 24 hours
• Action all escalation cancellation requests at first point
• Ensuring knowledge is maintained in all aspects of life insurance legislation to ensure you comply with the industry “code of conduct”
• Action all other duties as requested by the Service Centre Operations Manager
• Action, execute and maintain new future campaigns:
• Lapse campaign
• Suspense activity- Case managing
• Welcome calls to all new clients and Advisors
• Predictive lapse campaign to clients and or Advisors
• Quote (Growth) Increase and Decrease campaign – utilise new data analytics to identify at risk enforce clients.
• Take inbound calls in the contact centre if additional support is required to manage business needs. · Identify any customers that are in risk of lapsing and or require hardship assistance.
• Generate quotes for top priority advisers
• ClearView takes its Work, Health and Safety (WHS) obligations seriously. All employees must follow policies which are located on our intranet Connect. Take ownership of the risk and compliance responsibilities relevant to your role, support a strong risk culture, and understand that risk is everyone’s responsibility

Secondary Responsibilities:

• Stakeholder engagement- Direct relationships with internal new business and underwriting point of contacts.
• Dealing with correspondence in a timely, accurate and professional manner
• Assisting where required with setup of onboarding staff and embedment of training.
• Distributing information packs and materials to Life Service Call Centre and stakeholders as requested
• Update policy details i.e. change of address or payments

Qualifications, Attributes & Skills Required

• Proven experience in similar roles and demonstrated dedication to service excellence.
  
• RG146 qualified or willingness to undertake
• Life Insurance experience (preferred), or financial services experience.
• Computer literacy, PC skills and ability to use Word, Excel, and PowerPoint
• 2 years in contact centres · OMNI channel experience (preferred not essential)
• Outbound campaign experience in a contact centre environment ·
• High level customer service
• Able to build strong, open and collaborative working relationships using effective communication, organisational and negotiation skills
• Strong analytical abilities and knowledge of the technical aspects of our products – articulate products
• Quality Decision Making – Making good and timely decisions using sound judgement to enhance customer experience.
• Ability to manage multiple priorities – Inbound, Outbound, Retention, Care (VIP advisers), administrative tasks, planned and ad-hoc duties as directed by Manager.