Jack Cragg Email & Phone Number

Blackpool, Gb

Lytham St. Anne’S, England, United Kingdom

- Processing new technical, telephony or written underwriting related customer queries within definedservice standards including medical, occupation, pursuits and financial enquiries: I would use PacificLife Re’s manual and Aegon’s underwriting philosophy to provide indicative decisions beforeapplications had been submitted. Financial advisers would provide a brief list of relevant information andI would use the above tools, alongside my judgement to advise whether an application could beconsidered and what a fair price would look like.- Underwriting support: I would also support the medical underwriters by helping to manage the largepipeline of cases that Aegon had. I would do this by vetting the cases with outstanding work prior tothe manager’s allocation, so they could easily see the sum assured of each case, as well as thetype/amount of work, ensuring this could be given to the correct underwriter to deal with in line with our service level agreements. In addition to this, I would obtain outstanding medical/lifestyle informationfrom advisers/clients to allow the underwriters to fully assess the applications.- Supporting continuous improvement: I am very eager to learn and often the first to volunteer for any additional opportunities available, such as case study sessions with our own senior underwriters to help gain a better understanding of some of the more complex cases we see. I have also had various opportunities to learn from our re assurers through sessions with their Chief Medical Officer and Senior Underwriters. I was selected to visit the RGA headquarters in London where I had the excellent opportunity to speak with various colleagues from across the business to help gain a stronger understanding of underwriting and the life assurance industry as a whole.

Lytham St. Anne’S, England, United Kingdom

-Take phone calls and complete administration tasks for the new business department: I received lots ofpositive feedback from very early on in my role from colleagues and financial advisers for my level ofcustomer service and the quality of my work, as there were many transferable skills that I had developedduring my time at the bank, such as efficient communication and time management. I was asked to jointhe Large Sum Assured and Premier Service teams when I had been in role for around 8 months, as thecolleagues on the team had heard my calls and read my case notes. - Premier Service team - I was one of the few colleagues in the business who had chance to work on thepremier service team, which was created to help provide a service to the key accounts of AegonProtection. I managed to build strong relationships with the high-profile accounts during my short time on this team, including some of the founders/directors of the companies themselves and all the Aegon account managers. This role also helped me build very strong relationships with Aegon’s large sum assured underwriters, as they also worked very closely with the key accounts and communication is essential. This constant communication is what motivated me to want to learn more and understand some of the complex medical and financial information they review to assess risk.- Top 10 meeting: I often deputised for my manager in her absence, so had chance to occasionally host the weekly “top 10” meeting at when working on the Aegon contract within Atos. This is where the head of Aegon sales, pricing, senior underwriters and the premier service team came together to discuss the cases with the highest API and profit for the business. This involved checking each case for weekly updates, updating a spreadsheet and discussing proposed next steps in detail. I received many compliments when hosting this and am very grateful to have had the opportunity to do this so early in my career.

Blackpool, England, United Kingdom

- Oversaw a team consisting of 11 Customer Service Assistants across 3 branches, ensuring theymet/exceeded their core purpose through observations and coaching.- I was also briefly part of a national talent project representing the North Lancashire and Cumbria when - Completed face to face and telephone interviews for Bereavement, Representative Access andCustomer complaints to provide an excellent customer service when it was needed the most. Thisincluded having difficult conversations with customers and involved extra care and accountability whenidentifying them.- Full accountability for the control environment of the Lytham Branch, ensuring all colleagues werecompliant and administrative/transaction records were retained/destroyed in line with regulatoryrequirements.- Acting Manager for the Lytham Branch to maintain strong customer service, as the staffing levels did not warrant a Bank Manager to be present- All responsibilities of a Customer Service Assistant during busy periods and colleague absences.

Blackpool, England, United Kingdom

- Provide excellent customer service while answering customer queries and completing transactions.- Be alert for suspicious activity and victims of fraud. Report and refer to relevant teams or national crime agency when needed.- Identify customer stated/unstated financial needs and make referrals to the necessary colleagues once identified.- Complete additional administrative tasks to maintain the branch, such as checking reports, balancing tools and risk management