Background
To deliver excellent customer service and retain business by offering relevant telephone based advice and information to customers who do not have a current adviser, but who want advice on their existing products. This role is to start week commencing 8th March 2010.
The role
- Provision of a telephone based advice and information service to appropriate customers, providing quality advice and excellent customer service.
- To advise customers on their existing products and how these products can be adapted to meet their current needs to retain the customer and their funds.
- Actively seek new advice and product opportunities to meet client needs.
- Meet contact and other relevent targets as required.
- Maintain and exceed agreed standards of quality and service as specified in the AXA regulated T&C scheme and Axa Sun Life's FSA approved Professional Development Programme.
- To maintain accuracy of customer data by ensuring that all relevant customer information is recorded at each contact.
- To identify opportunities and make recommendations to improve working practices and processes both within the Advice Project and in the wider CVM Programme, so that efficiency/cost/benefit improvements can be made.
- To network effectively with the Workplace Distribution and CVM Traditional retention Team members to support and make recommendations to improve new and current initiatives.
- To maintain technical and professional knowledge at a level that enables the delivery of confident presentations and effective responses to questions and enquiries and thereby facilitate treating customers fairly.
- To provide a flexible advice service for other customers as required to meet business needs.
- Ensuring that TCF is central to activities
- Activity should be 100% office (telephone) based, though face to face meetings in AXA centre may also be required.
- Working hours will be flexible around call centre shift patterns as and when required, which could include between 8am to 8pm.
Skills, knowledge and behaviour
- Financial Planning Certificate: 1, 2 & 3. or all 5 CF exams as required by the AXA T&C scheme, with a minimum of CF1.
- Minimum 2 years financial services experience, preferably at CAS status.
- Understanding of relevant product features, across a range of financial products
- High level of verbal communication skills (inbound and outbound)
- Ability to remain in control of calls to achieve desired outcome
- Ability to build strong customer relationships over the telephone
- Excellent self motivation and the ability to use own initiative
- Strong influencing skills
- Understanding of compliance and legislative issues and procedures
- Ability to identify and effectively act on customers requirements
- Ability to operate relevant systems and software relevant to role
- Strong planning, prioritisation and organisation skills
Additional Information
As AXA UK is regulated by the FSA, we are required to check, amongst other things, that employees performing certain roles are of 'good repute'. - Good repute, in particular, requires us to check whether: employees have any unspent criminal convictions employees have been declared bankrupt (unless the bankruptcy has been discharged)
As such the following pre-employment checks are conducted and conducted on an ongoing basis: - Criminal Records Bureau
- Credit Check
- Self Certification (sample credit checks will be performed on these roles as a spot check)
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