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Administrator with Spanish

The Recruitment Shop
Job LocationEast Croydon
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Role Outline

  • Administration, including processing plan applications and payments and producing members documents.
  • Liaise with all external customers at the time of need, including Funeral directors and next of kin.
  • Update database with all amendments, such as change of address etc.
  • Liaise with colleagues to ensure correct information is up to date and communicated and latest information is provided.
  • Process stock and literature requests for Agents, Funeral Directors, Will Writers and Sales Representatives.
All aspects of administration to support the Funeral Plan co-ordinators. Inputting data onto the database, filing, answering phones, dealing with customer queries and complaints, general office duties.
  • Allocation of funeral plans to Funeral Directors (FD). Agents submit plans to the administrative department, which are processed by the admin team and the forwarded to the plan allocation co-ordinator for allocation to the FDs.
  • Customer compliance calls and customer services courtesy calls.
  • Out of hours Spanish calls where required
  • Lapse management comprising of contacting any client who has gone into arrears with their funeral insurance plan.
Job Role and Responsibilities
  • Provide full customer services to all clients, agents, FDs and internal complaints and/or queries, ensuring you respond and resolve complaints and/or queries in the agreed timing. Timing may be different as it will depend on the issue.
  • To ensure all communication is clear and concise and ensure you stick to any agree deadlines with regard to sending updates and to resolve all issues.
  • Answer phone, speak to all customers and help to resolve queries until finalisation.
  • Answer phone out of hours, with Spanish regulatory bodies in the event of a death in Spain and where necessary or required
  • Process plans using database, liaising with various parties and producing member documents. Keeping database up to date with any changes.
  • Liaise with Accounts department regarding settlements, payments.
  • Liaise with colleagues internally to ensure all Regional Managers are kept up to date with latest information, liaise with colleagues internally regarding any repatriation needs, production of certificates, letters etc as and when required.
  • Liaise with clients, Funeral Directors, Will Writers and Sales Representatives via phone, letter or email to keep them fully up to date with latest information.
  • Adhoc administrative duties.
  • Customer services and courtesy calls post sale of a GL Plan. Call client, check with password and details they have the correct client, advise them calls are recorded, then ask if client was happy with the previous call and check theyre happy to proceedwith the purchase of the Plan. If so, proceed. If not, refer back to the seller.
  • Lapse management duties.
Key Skills and Qualifications
  • Strong administrative skills
  • Excellent communication
  • Fluent Spanish as a 2nd language
  • Good IT skills
  • Organised and efficient systematic worker

Keyskills :
CallsCommunication SkillsCustomer ServiceEmpathySpanish

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