Intermediary Relationship Management
Work with LOB channels to streamline intermediary experience
Ensure intermediary queries and concerns are addressed promptly.
Work with LOBs to build and maintain strong relationships with brokers, agents, and business partners.
Digital Support
Provide line one digital support through our intermediary platform and collaboratively work with business leads for line two support.
Monitor performance and implement strategies to improve efficiency and service levels.
Operational Support & Process Improvement
Enhance and optimize support processes to ensure timely and effective responses to intermediary needs.
Identify areas for operational efficiency and work with LOBs to implement process improvements.
Work closely with internal departments (Distribution, Operations, Sales, Marketing, Human Capital Compliance, etc.) to align support services with business objectives.
Compliance & Risk Management
Ensure all intermediary support activities comply with relevant regulations and company policies.
Assist intermediaries with compliance-related inquiries and provide guidance on required documentation and processes.
Reporting & Analysis:
Track and analyze key performance indicators (Net Effort Score (NES), Productivity, Conversion, Customer Satisfaction Score and TATs related to intermediary support.
Provide regular reports and insights on trends, challenges, and opportunities for improvement.
Qualifications & Skills
Required
Bachelor’s degree in Social Sciences, Sociology, Customer Service or related fields.
Excellent communication and interpersonal skills.
Experience in intermediary support, customer service, or relationship management.
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