We are looking for ambitious and talented individuals who show the potential to develop into a high performing business professional. This opportunity is a fixed-term contract apprentice scheme that provides exposure to all aspects of our business, allowing you to develop your technical expertise as well as professional skills
While on the programme, in addition to gaining on the job insurance experience, you will complete the insurance industry professional qualifications APA and CIP, as well as a Bachelor of Arts (Honours) in Insurance Practice (Apprenticeship) which is a Level 8 on the NFQ awarded by ATU Sligo.
When you join Forward Emphasis, you will receive a tailored induction and will be assigned a business supervisor and mentor to provide support throughout the scheme. We will work with you to enable you to reach your development goals and aspirations for your career at Forward Emphasis. In return, we expect you to bring the commitment and drive to add significant value to the company.
As part of the on-the-job role, you will provide excellent customer service to customers of a leading insurance provider, meeting or exceeding client expectations according to the SLA between the client and Forward Emphasis International. An Insurance CSR is expected to answer complex insurance product and service queries around the account, primarily by phone, with additional follow up where necessary. An Insurance CSR is expected to demonstrate a high level of product knowledge at all times, working proactively to maintain this, and required certifications, at all times. Role Responsibilities
· Manage customer interactions in an efficient, courteous and timely manner, delivering high standards of customer satisfaction.
· Resolve product and service problems by clarifying the customer’s complaint and providing appropriate solutions and alternatives within specified time limits.
· Follow up on complaints when necessary to ensure resolution.
· Identify and assess customer needs by collecting and analyzing customer information to reach satisfaction.
· Successfully contribute positively to the development and delivery of the team goals, objectives and results.
· Provide excellent customer contact service at all times and adhere to all regulatory requirements.
· Follow internal company procedures and guidelines.
· Provide support where required in the training of new team members.
· Ensure the minimum insurance standard qualification is acquired and maintained within the time frame and comply with the CPD requirements where appropriate.
· Ensure the accurate input of data in to internal and client databases.
· Adhere to GDPR best practices.
· Ad hoc duties as required.
· Must be willing to put in 10-15 hours outside of work study time, subject to course requirements and deadlines.
Qualifications and Education Requirements
There are different ways to satisfy the entry requirements, the most common method is through the Irish Leaving Certificate exams. However equivalent qualification routes, such as FETAC, GCEAS, A2, AVC, Double Award, BTEC etc will also be considered at the equivalent levels.
Irish Leaving Certificate Requirements Honours Degree/Level 8
· A minimum of 300 points is expected for entry
· Higher achievement in subjects including Mathematics and English or Irish is required - H4/O2 minimum 2017 onwards (Pre 2017 minimum C2).
Mature Applicants (defined as those who are over 23 on 1 January of the year of entry) do not require the above leaving certificate (or equivalent) requirements and acceptance will be based on experiential learning and commitment to course objectives.
All applicants will be subject to a selection process and the above are a minimum requirement and do not guarantee entry to the programme.
Essential Skills
· Strong systems knowledge
· Willingness to work positively within a team environment with strong emphasis on support, flexibility and efficiency.
· Excellent communication skills both written and oral.
· Must be self-motivated, flexible and capable of working to critical deadlines whilst using own initiative.
· Excellent organizational, interpersonal and communication skills.
Preferable Skills No formal insurance experience required as full training is provided, however the following is preferable:
· Working knowledge of Consumer Protection Code & Central Bank of Ireland Regulatory Requirements.
· Previous customer service contact centre experience an asset.
Benefits of Working with FEI
· Insurance qualification pathway
· Career progression opportunities
· 20 amount days paid holiday
· Incentives, bonus pay and overtime
· Insurance discounts
· Employee referral schemes
· Social committee, monthly/bi-monthly/quarterly events.
· Fun environment
*A secure and fast internet and mobile connection at home is a requirement to fulfil the requirements of the job.*