Monica Lambert

Working in a contact centre environment, (WFH) receiving customer calls (and initially this role was tele sales outbounding) to take up new contracts, change of contracts, benefits etc and underwrite on contracts policies. Deal with customers who query their premiums contract payment ie at renewal stage using objection handling to retain the customer and also offer alternative levels of cover to meet the customers needs. Assist customers with claims queries, ensuring that all relevant documents for customers claim have been received in order for their claim to be processed and assessed.

In addition to paid role with Allianz, also a Trade Union Representative for Unite the Union holding the positions of workplace, Environmental & Equalities Rep.

Insurance Agent - Allianz-Slough

(2009-04)

Working in a contact centre environment, (WFH) receiving customer calls (and initially this role was tele sales outbounding) to take up new contracts, change of contracts, benefits etc and underwrite on contracts policies. Deal with customers who query their premiums contract payment ie at renewal stage using objection handling to retain the customer and also offer alternative levels of cover to meet the customers needs. Assist customers with claims queries, ensuring that all relevant documents for customers claim have been received in order for their claim to be processed and assessed.

In addition to paid role with Allianz, also a Trade Union Representative for Unite the Union holding the positions of workplace, Environmental & Equalities Rep.

• Adhoc queries, ie keeping customers profiles up to date change of address, email phone number etc
• Speaking with vets who have queries with customers accounts, their own billing and various other ad hoc enquiries
• Having worked in other small animal department have also had experience of dealing with breeders and charities
• Acknowledging and responding to customer complaints in line with my companies SLA
• Being aware of vulnerable customers and their needs and assisting where possible
• Responding to customers emails from a central department in box
• Liaising with other departments ie accounts underwriting and claims in order to proactively deal with customers queries and enquiries
• Supporting existing and new staff by means of huddles and team meetings
• Providing first class service to customers (including internal customers ie colleagues and other departments)
• Ensuring that I work to FCA standards (Calls are monitored to ensure that the correct information is given to customers and that they are dealt with in a polite and efficient manner as well as ensuring that call information is recorded on each customer's profile)

Secondary school - Holland Park-London (1972-09 - 1978-06)