Member Support Specialist [Insurance Policy]

Role:                    IMG Member Support Specialist

Company:           IMG / Global ResponseLocation:             Remote or Hybrid [Cardiff or Redhill]

Salary:                 £20,000 - £24,000 [depending on experience] + benefits

Hours:                  37.5 per week, and various shifts set between 10am and 11pm, Monday to Friday.

We are looking for an enthusiastic team of policy specialists to help us exceed our goal of providing service that is second to none to our members.

As well as holding customer support as top priority you will have a keen eye for numbers and attention to detail, as you will be the point of contact for our members to ask questions about their cover and help them make changes to their policies.

You will be versed in the products available and carry out any authorised changes requested always keeping the member updated and informed.

Who are we?

International Medical Group provides medical assistance and claims handling services to travel insurance policy holders and corporate clients across the globe.  Our UK-based operations centre provides round the clock medical assistance to policy holders who suffer injury or illness while travelling overseas, and our dedicated claims team handles a huge range of travel claims from lost luggage to pet care.

Providing world-class products and benefits is not enough. Since 1990, we've supported millions of people in almost every country with customer service that's second to none. Our dedicated team of international, multilingual specialists and highly trained customer service professionals back the benefits our members need with the services they want.

Key Duties:

• To process, from request to fulfilment, any amendments to existing policies on agreed IMG products
• To answer calls within our required service levels and work to ensure abandoned calls are kept to a minimum, in order to achieve maximum customer service levels
• Assist in processing Policy Services mailboxes in 2 business days to ensure outstanding customer service to all members
• Documenting any policy amendments in IMG’s operating and imaging systems
• Assist with group enrollment changes - with training
• Assist with daily stat updates – with training
• To work alongside the background Policy Services and Claims Administrator teams to aid in the processing of administration tasks for offline policy changes and travel claims handling, when workload and time permits
• Other various policy and administrative related tasks or projects as assigned by the line manager

Key skills:

• Proficiency with Microsoft office suite
• Strong customer service skills, both for telephony and written communications
• Attention to detail is imperative
• Ability to work independently with minimal supervision
• Service oriented; customer service experience preferred
• Ability to prioritize workload
• Strong written and verbal communication skills
• Ability to be adapted to the needs of the team

What are you waiting for? We can’t wait to meet you!

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.

All interviews, assessments and background checks will continue to take place online, to completely remove the need for face-to-face contact. All IMG colleagues who can work from home should do so; and where it is not possible for colleagues to work remotely, we have taken important steps to protect those working from IMG offices. Social distancing, enhanced hygiene and safety measures are already in place at all IMG locations that are open to protect our colleagues and manage the risk of COVID-19. The welfare of our people is of paramount importance to us, and we’re doing everything we can to keep our colleagues and customers safe during this time.

IMG 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.