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Broker Service Centre Team Member (6 Month Tempora


  • Dublin City Centre
  • Not disclosed
  • Temporary full-time
  • Updated 21/12/2012
  • Aisling Byrne
this job is expired


Job Title:  Broker Service Centre Team Member <span style="font-family:


Job Title:  Broker Service Centre Team Member

Aviva Role Level:         B

Reports to:  Laura Dunphy

Company: Aviva Ireland Life & Pensions

Location:  OPP, Dublin


Duration: 6 months


Background: You will be responsible for the day-to-day telephony and email management for brokers ensuring that telephone behaviours and best practices are adhered to. Provide brokers with an excellent customer experience through on-going commitment to increase knowledge.


Key Responsibilities:

  • Take telephone calls; resolve the call on a first time handle basis in 80% of cases.
  • Reply to brokers emails within SLA and to the agreed quality standard.
  • Provide man-marked brokers allocated to you with a weekly service update.
  • Deliver an excellent customer service to brokers through the application of excellent telephone practices.
  • Liase on a weekly basis with your assigned broker consultant and develop excellent working relationships with the consultant.
  • To regularly review the broker’s pipeline report and manage outstanding work items with internal business teams.
  • Develop good working relationships with the internal Life & Pensions service teams, the top tier broker panel and the sales and distribution team.
  • Attend the weekly, monthly or quarterly sales meetings as appropriate
  • Be supportive of the call monitoring and coaching process by embracing feedback
  • Support the complaints resolution process to ensure complaints are dealt with promptly and properly and key learning’s are identified
  • Proactively identify areas of improvement and potential cost savings initiatives in line with the Aviva Ireland’s customer services strategy 

Skills / Competencies / Experience:

  • At least 2 year's experience in a customer facing role within financial services
  • Be familiar with the Life & Pensions contact centre model
  • Knowledge of the Aviva Ireland core suite of systems
  • Be familiar with the complaints process and understand the importance of this process from a customer & compliance perspective
  • Ability to work on own initiative

Ref: 809388
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