June 1984- Feb 2019
Customer Service Associate - Swinton Insurance Burnley
Worked at various locations over the years across East Lancashire including Accrington, Blackburn and Clitheroe.
Before closure of Accrington office in the absence of the manager I was responsible for the day to day running of the branch, including allocation of work for other colleagues and taking weekly staff meetings. Responsibilities included end of day banking and taking to bank, making sure post was franked and taken to post office, as well as balancing and ordering petty cash, submitting stationary orders etc.
Entered and processed data onto various in-house computer systems on daily basis, also maintaining manual filing system as backup for important documents.
Trained branch staff on new computer systems and processes, acting as the branch liaison, feeding back progress and recommendations, to head office & IT department.
Providing high levels of quality and compliance, upholding principles of Treating Customers Fairly (TCF) and adhering to Financial Conduct Authority (FCA) and GDPR regulations.
Paid close attention to details, handled confidential information with care, prioritising tasks in accordance with requirements, maintaining efficiency, whilst consistently meeting or exceeding targets and expectations.
Provided professional yet friendly and personal customer experience, to deliver outstanding and consistent customer service across all product lines, establishing customer needs, providing relevant information and explaining choices to ensure satisfactory customer outcomes and develop customer loyalty, and increase customer base and brand visibility.
Over 30 years customer facing experience dealing with Personal Lines insurance, including Car,Home, Landlords, Travel & Commercial Vehicle.
Processed invoices, logged cash,cheque & credit card payments, handling cash in secure and careful manner.
Handled customer complaints in caring and professional manner. Listened calmly to customer issues, offering empathy and guidance inline with company policies. Progressing and resolving issues swiftly to ensure fair customer outcomes and avoiding further to distress to customer.