Kirsty Duffield

Taking prospect calls and working tasks from the various of queues associated within my specific team.

A daily plan is sent out every morning assigning people to the other specific task queues/jobs that we do within in our team, and following WFM for calls or task time allocation

• Doing other work and projects as they come up such as being BDE buddies, reviewing ,systems/processes, working ad-hoc reports, undertaking PILOT projects etc
• Helping and supporting each member of the team & sharing knowledge and ideas
• Maintaining SLA/PCA targets
• Reviewing applications and completing application forms over the telephone and online for our medical/dental professionals
• Requesting further information id required once reviewed the application
• Liaising with UW – requesting more information for their reviews, getting more information from them for applications
• Confirming quotes and sending welcome documents
• Reviewing case histories, - clarifying or requesting information, referring these when required

Calls are typically:

• Prospects may prefer to get a quote or apply over the phone as opposed to online
• Often prospects want to check they have applied correctly and we just need to run through the details with them, promoting our benefits of membership at every point we can, and confirming the quote into membership!
• Applicants might have questions about the online process r.e. specific questions, what level of work they should be choosing or being unable to register for an online account etc – we troubleshoot these
• Internal calls – UW, BDEs etc