•Taking ownership of customer queries and problem solving. •Assisting in large-scale projects and applying management skills and knowledge including tight budgets and timescales with often-sensitive information such as secure credit card processes.•Dealing with external brokers and other stakeholder’s queries. •Organically converting service calls into sales opportunities, exceeding expected conversion rates.•General administration for individual and SME Business schemes ensuring customers requests are accurately met.•Out performing targets whist ensuring high quality levels and managing customer expectations. •Using an in depth knowledge and customer focus to help both individual and SME stakeholders make informed decisions.•Discussing medical history and making basic underwriting decisions.