Expires soon Cie Fcaise Assurances Commerce Exterieur

CUSTOMER RELATIONS COORDINATOR HF

  • V.I.E.
  • Watford (Hertfordshire)
  • Sales

Job description

Coface, a world leader in credit insurance, has been helping to make businesses durable and contributing to the creation of sustainable wealth worldwide for more than 70 years. Every day, the Group’s 4,440 employees located in 67 countries secure the sales made by our 37,000 client companies in over 200 countries.
JOB PURPOSE
The role is about communicating with internal customers, clients and brokers on a daily basis in the UK & Ireland, enabling simple, fast and efficient handling of all enquiries, identified matters, and providing appropriate levels of service.
The role is responsible for the accurate production of procedure documents, insurance contracts, all authorised endorsements and other contractual documentation for customers and brokers. This requires liaising with other departments and both internal and external customers.
The Customer Relations Co-ordinator provides full support to the Head of Customer Relations.
OBJECTIVES
Efficient processing of calls and email enquiries, measured by response time and time to resolution conclusion and FOCUS feedback surveys
Efficient and accurate processing of contractual and Customer Relations procedural documentation
Maintain good relations with all other departments, external customers and brokers following the internal customer service charter
Work with the Head of Customer relations on projects relating to product, system or process introduction and changes. Detailed testing of new system releases and provision of communication of such changes to Customer Relations team members and Commercial
KEYS TASKS & RESPONSABILITIES:
Provide excellent customer service to all internal and external customers
Produce relevant documents from the acceptance of a quote to end of client life-cycle. Handle Cofanet administration tasks queries, endorsements and renewal documentation:
Provide high levels of internal and external customer support, collecting relevant information, developing solutions and communicating effectively to all stakeholders.
Own and deal with internal and external in-bound and outbound enquiries via telephone, mail, e-mail or internet. Allocate them appropriately for action / resolution.
Maintain ownership of any query that is raised to ensure resolution is achieved and feedback provided to the necessary parties
Provide clear and detailed explanations on all risk decisions remaining confident when dealing with negative situations.
Deal with turnover declaration anomalies – identification, processing and monthly reporting.
Handle clients’ appeals on restrictive underwriting decisions. Smooth relationships when difficult circumstances prevail.
Be responsible for all customer (prospect) related tasks, International Co-ordination through CofaFlow. Understand and use the CofaFlow tool to expert level.
Administer contract amendments, endorsements, and contact / broker updates in relevant Group and local systems
Provide training to other Customer Relations team members and Commercial on aspects of system/product projects that have been worked on by the job holder, to ensure all parties are fully knowledgeable on the features and functions to facilitate maximum utilisation of the system.
Highlight and communicate impact of system changes to other departments: Deal with out-bound communication as required by the company to all the necessary parties, internal or external.
OTHER AD HOC TASKS:
Provide Customer Relations and Contract team cover/assistance of their tasks as and when required, e.g. holiday, sickness and busy periods.
Deal with internal inbound enquiries from all other departments in relation to contracts.
PROFILE
Degree in business related discipline
1 year Customer Service experience
Fluent in English
Comfortable working operationally, ensuring current procedures, policies, and processes
Excellent interpersonal verbal communication skills
Excellent problem solving skills

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