Global Quality Client Relations Administrator

divh2Global Quality Client Relations Administrator/h2pAs one of the worlds top International Medical Insurance companies, IMG helps individuals and companies of all sizes. Every second of every day, vacationers, those working or living abroad for short or extended periods, people traveling frequently between countries, and those who maintain multiple countries of residence use our products to give themselves global peace of mind/ppWe are looking to grow our teams with people who share our energy and enthusiasm for creating the best experience for travelers./ph3Job Summary/h3pThe Global Quality Client Relations Administrator role is a customer-facing and coordination role, managing the intake and recording of internal and external customer concerns, escalations or complaints and provide necessary customer support and acting as a bridge between clients and internal teams. A key part of the role is to provide high quality administrative and client support within the Global Quality team so as to ensure a smooth, professional and consistent customer experience whilst maintaining accurate records and documentation. The role will work closely with the Team Leader to monitor all customer inquiries, complaints and assist the Quality Assurance Specialists in effective resolution within the appropriate timeline. The organization depends on this persons ability to handle a high volume of work as well as managing multiple tasks simultaneously. The Client Relations Administrator is responsible for operating with short deadlines whilst assisting the QA Specialists in matters of high complexity and ambiguity. Taking appropriate steps, escalating any urgent or time sensitive complaints and maintaining proper documentation of all complaints so IMG can analyze and track the trends. This analysis will be shared with the executive teams to improve the customer journey./ph3Duties and Responsibilities/h3ulliAct as first point of contact for routine client, insurer or broker enquiries received via email, telephone or client portals/liliProvide accurate, clear, and professional responses in line with approved processes and conduct standards/liliEnsure all client interactions are appropriately documented in relevant systems/liliAssist the Quality Team Leader with logging and tracking complaints, concerns or service feedback across all business regulated by FCA/ICB/DOI regulations./liliRespond to routine queries relating to policy administration, claim status updates or service processes and documentation, promptly and professionally/liliUpdate central location for client contact details, contracts, service levels, and correspondence logs for Global Quality teams/liliFile and manage client documentation (contracts, SLAs, consent forms) as required with supervision from Team Leader or Line manager/liliEnsuring timely hand-off to complaints handling teams/liliEnsure records comply with data protection and confidentiality requirements (e.g. GDPR)/liliSupport audit, compliance, or regulatory information requests involving client data/liliSupport root cause analysis by maintaining clear records and timelines/liliSupport delivery of agreed service standards and SLAs/liliMonitor trends in client queries or recurring issues and escalate complex issues as necessary to senior colleagues/liliContribute to client satisfaction initiatives (e.g. surveys, follow-ups)/liliFlag risks to client relationships or service quality to senior colleagues/liliComplete and register all Financial Ombudsman Service (or any other regulatory body) file requests and assist in preparation of said files for review readiness/liliCommunicate with underwriters, customers, regulatory bodies internal teams regarding ongoing complaints and ensure all relevant parties are kept updated as required/liliTo carry out any other tasks for which adequate training has been provided, at short notice, as agreed with line manager or other members of the management team./liliShare feedback and recommendations with relevant managers on process and training/li/ulh3Qualifications/h3ulli3-5 years experience in a similar role and or general administrative experience in an insurance regulated environment/liliExcellent communication skills, with the ability to effectively interact with customers, team members, and senior management/liliAttention to detail and good interpersonal and customer service skills with ability to follow complex instructions/liliEnthusiastic, self-motivated with a can do attitude/liliA sound working knowledge of Microsoft Word, Outlook and Excel is a requirement./liliThe ability to work under pressure as part of a close-knit team and manage multiple priorities and deadlines/liliExcellent organizational skills, including the ability to prioritize workload and use own initiative./liliBasic understanding of contracts, SLAs or insurance regulated environments/li/ulh3Preferred Skills/h3ulliPrevious experience handling regulated correspondence e.g. financial services, insurance services/liliKnowledge or understanding of regulatory requirements related to complaints handling, such as GDPR or HIPAA/liliExposure to claims, complaints or client servicing/liliFCA Conduct Rules awareness/li/ulh3Perks/h3ulliComprehensive benefits package including Medical / RX / Dental / Vision / Life insurance/lili401k Plan with company match/liliPaid Time Off and Company Paid Holidays/liliFree employee parking/liliOn site fitness center/liliCasual dress environment/liliTuition reimbursement plan/li/ulpIMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law./p/div