Broker Service Administrator

Job description

Job Details

Role Sector: Customer Service

Hours Per Week: 35

Salary Range: €

Additional Benefits: Bonus potential, generous annual leave entitlement and a competitive pension.

Role Description

About Role


We have a role based in our Dublin office within the Broker Service Centre in Aviva Life & Pensions team. The role holders will be a single point of contact for all interactions between brokers and service teams within the business.

You will be responsible for the day-to-day telephony and email management for our broker market while building and maintaining excellent working relationships.

The successful candidate will deliver excellent customer service on telephone and email queries from Brokers while always delivering high levels of first point resolution for our customers and if this is not possible ensure that all hand offs to other Customer Experience teams provide all necessary information to complete customer request.

The role holder will also

• Ensure all communication is consistent with Aviva tone of voice and plain English guidelines).
• Liaise between Broker and Broker Consultants and all servicing teams.
• Ensure that you comply with all mandatory regulatory requirements and in particular e.g. complaint handing.
• Develop system, product and technical knowledge to ensure delivery of this service.
• Support the complaints resolution process to ensure complaints are dealt with promptly and properly and key learning’s are identified.

About You

The successful candidate will have experience of understanding of the key lifetime events for customers and how this impacts them and ideally high-level, broad-based understanding of Aviva & its offerings.

We would also like you to have/ be

• Regulatory requirements; including conduct risk, money laundering, financial crime and Data Protection
• Relevant product knowledge
• In depth knowledge of Aviva Life structure
• Prevailing system conditions
• Be familiar with most IT systems
• Strong verbal and written communication (internally & externally)
• Decision making
• Problem solving
• Be organised
• Experience of data analysing
• Recognising customers as individuals
• Experience of working in a team
• Good literacy and numeracy skills
• Willingness to progress with relevant industry exams to increase knowledge over time