Summary
Overview
Work History
Education
Skills
Qualifications And Achievements
Timeline
Generic
Arkadiusz Beszterda

Arkadiusz Beszterda

Group Policy Servicing Lead Specialist
Basingstoke

Summary

Positive and upbeat professional with strong leadership and team collaboration skills. Offers valuable industry insights and excels in project management and analytical problem-solving. Committed to driving impactful results and fostering team success.

Overview

10
10
years of professional experience

Work History

Group Policy Servicing Lead Specialist

Unum
Basingstoke, Hampshire
05.2024 - Current
  • Looking after biggest and highest profile policies within Unum
  • Major focus on flex and voluntary policies and large Corporate clients
  • Ensured compliance with industry regulations and company policies through diligent monitoring and enforcement efforts.
  • Continued to work on high profile clients within WTW & Mercer block, mainly on accounts
  • Developed comprehensive training programs for new hires, contributing to their rapid acclimation into the organization''s culture and procedures.
  • Increased customer satisfaction levels by addressing concerns promptly, providing thorough resolutions, and maintaining open lines of communication.
  • Established effective communication channels among team members to enhance collaboration and promote information sharing.
  • Enhanced team productivity by implementing efficient work processes and streamlining operations.
  • Developed strong client relationships through consistent communication, understanding their needs, and delivering tailored solutions.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Attended multiple external meetings with Brokers & Clients in order to discuss ongoing improvements and ways to keep the relationship at the highest possible level

Customer Relationship Specialist

Unum
Basingstoke, Hampshire
10.2019 - 05.2024
  • Pro-actively managing partner relationships and developing strong understanding of end-customer needs to help retain existing business and encourage growth
  • Resolving broker enquiries and feedback in line with service and quality standards to meet broker and end-customer needs and expectations
  • Understand broker and end-customer’s individual needs and provide strategic and analytical solutions to ensure maximum customer satisfaction
  • Engaging with our broker partners to build and maintain trusting relationships resulting in confidence in our products and services
  • Responsible for delivering the service proposition within the team contributing to higher levels of broker experience measured through CSAT and feedback
  • Respond within agreed SLA's to incoming broker and end-customer queries via telephone and live web chat using our omnichannel cloud contact centre system in line with business guidance
  • Resolving complaints in line with expectations and regulations
  • Reviewing and analysing incoming work, performing root cause analysis to help inform continuous improvements and reduce rework
  • Ensuring work is positioned in the right place and supporting our brokers in providing the required information first time
  • Upskilling individuals within the team where quality issues are identified as part of root cause analysis
  • Building and maintaining strong relationships with colleagues throughout the business to ensure we continue to provide the best quality service to our customers through efficient work practices
  • Identifying opportunities to exceed broker and end-customer expectations
  • Keeping brokers updated on latest products and proposition to retain existing business and encourage growth
  • Participating in and/or drive/implementation of improvements to processes to improve the customer experience
  • Maintaining an excellent knowledge of company service offering and the Group Risk industry being responsive to changes within the sector/market
  • Working closely with the Distribution department in respect of new business sales, planning, retention and management
  • Identifying opportunities within existing customer portfolio including up-selling and cross-selling
  • Supporting our marketing department on specific campaigns with potential new or existing customers
  • Utilising Management Information (MI) to assess progress against performance for customers
  • Supporting Broker Services Team Manager in delivering actions to support company strategy
  • Taking responsibility for own development by actively seeing opportunities to improve own performance, engaging with the Performance Experience process and ensure your agreed Personal Development Plan in managed
  • Ensuring personal compliance with all regulatory requirements including Health & Safety, Data Protection, Money Laundering, Internal Audit and Risk and control requirements
  • Ensuring the continued protection of Unum’s information, by following all applicable Information Security policies and procedures and by reporting suspected weaknesses in information security controls to the Information Security Officer
  • Understanding how Treating Customers Fairly (TCF) and Risk Management relate to both your own role and your divisional activities and highlight any opportunities for improvement and help embed & promote TCF throughout the Team
  • Complying with Unum’s Code of Conduct and other Company policies and procedures as appropriate
  • Living the Unum Leadership Expectations and the We Are Unum Values

Broker Services Senior Specialist

Unum
Basingstoke, Hampshire
03.2017 - 09.2019
  • At the beginning of March 2017 I have been promoted to Broker Services Senior Specialist, received “Exceed” grade at the end of year review
  • As a result of that, I have been moved to Key Accounts Team, which deals with premium customers, like Aon
  • The high standard of my services has been appreciated, new role involves more responsibility, higher premiums and much more complicated cases, which I am happy to tackle and resolve on daily basis

Broker Services Specialist

Unum
Basingstoke, Hampshire
03.2015 - 03.2017
  • Ensuring that all administrative duties are carried out with efficiency and professionalism, to the required UNUM standards and within timescales
  • Managing phone calls with appropriate manner
  • Dealing with group insurance invoicing process
  • Creating/sending a monthly renewal reports for clients
  • Delivering customer service up to the highest standards
  • Gathering information from clients, assessing their insurance needs and risk profile
  • Ensuring that clients understand the terms and the extent of the cover provided in line with industry regulations
  • Building and maintaining ongoing relationships with clients
  • Keeping detailed records and completing administrative tasks such as paperwork, correspondence and emails
  • Keeping up with changes in the insurance market
  • Attending office meetings
  • Responding to clients queries over the phone or via email
  • Performing other duties when assigned
  • Attending company Charity days
  • Working on the Excel, Word and Outlook

Screening Coordinator

Procius
Basingstoke, Hampshire
11.2014 - 03.2015
  • Screening applications against pre agreed criteria on designated and varied pilot recruitment campaigns
  • Corresponding with candidates to ensure they meet basic entry criteria
  • Email and diary managing on the daily basis
  • Taking part in recruiting process
  • Working closely with other members of Recruitment/screening team
  • Complete other duties that may be reasonably required within the selection /administration arena

Education

Certificate of Maturity - Equivalent to six A

XIV Liceum Ogólnokształcące Kazimierza Wielkiego
Poznan

GCSE Certificate -

Zespół Szkół Z Oddziałami Sportowymi Nr 1
Poznan

Skills

Hiring Process Management

Customer relations

Team collaboration

Quality assurance

Coaching and mentoring

Risk management

Team performance improvement

Performance management

Customer relationship management

Problem-solving abilities

Multitasking Abilities

Adaptability and flexibility

Qualifications And Achievements

  • Numerous recognition awards at UNUM UK.
  • GR1 Qualifications completed in 07/01/20.
  • Proven experience in working within a customer services environment with a strong service culture.
  • Excellent communication skills.
  • Proven experience in coaching and developing people.
  • Strong relationship skills.
  • Good knowledge of relevant legislation and regulations in particular an in-depth understanding of Risk Management.
  • Ability to demonstrate strong problem-solving skills, initiative and decision-making ability.
  • Demonstrated experience within a Group Risk environment.
  • Knowledge of the Group Risk/Financial Services marketplace.
  • Excellent feedback from UNUM's line manager on face-to-face appraisals, being scored as an outstanding employee.
  • Claims and Medical underwriting shadow experience.
  • High standard literacy skills.
  • Foreign language proficiency (Polish).
  • English – Fluent.
  • Full UK Driving licence (Category B).

Timeline

Group Policy Servicing Lead Specialist

Unum
05.2024 - Current

Customer Relationship Specialist

Unum
10.2019 - 05.2024

Broker Services Senior Specialist

Unum
03.2017 - 09.2019

Broker Services Specialist

Unum
03.2015 - 03.2017

Screening Coordinator

Procius
11.2014 - 03.2015

Certificate of Maturity - Equivalent to six A

XIV Liceum Ogólnokształcące Kazimierza Wielkiego

GCSE Certificate -

Zespół Szkół Z Oddziałami Sportowymi Nr 1
Arkadiusz BeszterdaGroup Policy Servicing Lead Specialist