At Ark Life Assurance my role consisted of taking a high volume of calls and answering email queries from Ark Life customers and third parties acting on behalf of Ark Life customers. My day to day responsibilities: • Dealing with a high volume of calls, emails and faxes daily in relation to all policies held with the company.• Processing up to date statements, policy details and other documents requested from clients. • Liaising with brokers and financial advisors by phone and email on behalf of existing customers• Providing up to date values for customers on a daily basis in relation to investments and pensions that are in force. • Working with various teams within the company to make sure customers receive a positive experience • Logging complaints on behalf of customers to be handled by a compliance team and assuring these are settled in the correct time frame.

• Answering calls from customers to provide first hand service on behalf of insurance companies• Liaising with insurance companies and brokers to confirm cover is in order• Designating work to depots nationwide to contact the customer on our behalf for work to be carried out.• Completing administration duties, including filing and keeping relevant information up to date for other call handlers. • Processing invoices to bill various insurance companies for work carried out by ALLGLASS depots nationwide

• Planning and arranging work allocations for 65 agents daily.• Calling customers on behalf of agents to arrange/re-arrange appointments. • Updating agent’s tasks on the system hourly to guarantee jobs are completed.• Providing 2nd level support for existing C.S.R’s.• Approving invoices to ensure service agents and suppliers are paid correctly and resourcefully.• Updating contracts for pre-existing customers on a daily basis and posting out relevant information. • Responsible for dealing with serious customer complaints passed from team members unable to do so.• Answering queries from customers regarding personal and business accounts, products and services and processing new applications from first time customers• Liaising with different departments within the company to reach the most effective resolution regarding queries to ensure customer satisfaction• Updating jobs on the system to ensure that customer accounts are accurate and up-to-date.