Life Insurance Customer Support Adviser

About The Role

Team- Customer Service Division, Member Care Life Associate

Working Pattern-  We offer 40 hour week contracts between, Monday to Friday 8am- 5pm (shift patterns) 1 in 4 Saturdays (9am- 1pm) .

A healthy work life balance is important to us, which is why we have our hybrid working model, post probation, 2 days a week in the office and 3 days a week at home.  

Salary / Bonus-  We offer a starting salary of £27,210. We also have a performance-based bonus where you can realistically earn up to an additional £300 a month!

Holiday Allowance- 25 days holiday plus bank holidays, with the option to buy or sell up to 5 days each holiday year

What will you do as a Member Care Life Associate dealing with Life insurance claims?

We are looking for positive and self-motivated people to deliver a world class service to our customers. You’ll be supporting our customers throughout the claims process of their life insurance. You will be the support by making sure all information is collected so that the life insurance claim is reviewed and assessed in a timely turn around. Assisting in obtaining medical information, gaining support of internal teams to make sure the correct outcomes are delivered. Also keeping the customer up to date during this journey.

The ideal person will be proactive and have attention to detail making sure all information is recorded accurately. You will need to show empathy and be resilient when supporting our customers through their life insurance claims. You will take ownership of queries and be proactive when looking for solutions. You will bring the best version of yourself to work every day and you’ll have the drive to work hard even on the toughest days.

The customer will be claiming on their insurance and looking for the best possible service and support, provided by you.  

• You will set up payment of benefit or medical report payments.
• Notification to Re-assurers regarding details of the claims.
• Administration of unemployment claims for waiver of premium.
• Administration and preparation of relevant documentation for claims.
• Working closely where required with internal departments to gain advice and input for correct outputs
• Capture and report on claims statistics
• At times there will be emotionally challenging conversations which require empathy, patience and understanding
• You’ll also need to have good computer literacy skills and strong written communication skills as you will be using multi systems and channels to support our customer
• Ability to personalise conversations, build rapport and support vulnerable customers through their preferred communication method
• We move quickly to improve our customer’s experience with Vitality, so embracing change and learning new skills is fundamental
• There will be performance based KPIs to achieve which determine bonus earnings

Desirable skills

• Insurance industry background
• Specific experience of working in the life insurance industry

If you think this, is you and you’re passionate about delivering exceptional service, you’re switched on, ready for a challenge and willing to work hard, we’d love to hear from you.

• Bonus Schemes – A bonus that regularly rewards you for your performance
• A pension of up to 12%– We will match your contributions up to 6% of your salary
• Our award-winning Vitality health insurance – With its own set of rewards and benefits
• Life Assurance – Four times annual salary

PLUS Our award-winning Vitality Health Insurance with all the benefits and activity based rewards

These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page. Fantastic Benefits. Exciting rewards. Great career opportunities!

• Help you to be the healthiest you’ve ever been.
• Create an environment that embraces you as you are and enables you to be your best self.
• Give you flexibility on how, where and when you work.
• Help you advance your career by playing you to your strengths.
• Give you a voice to help our business grow and make Vitality a great place to be.
• Give you the space to try, fail and learn.
• Provide a healthy balance of challenge and support.
• Recognise and reward you with a competitive salary and amazing benefits.
• Be there for you when you need us.
• Provide opportunities for you to be a force for good in society.

We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy.