Query Management Analyst

at  Aviva

Query Management Analyst
Salary: upto £26,500
12 month Fixed Term Contract
We are looking for a Query Management Analyst. If you have a talent for fact finding and asking the right questions to understand what is needed from our customers, then you’re the person we need!
The successful Query Management Analyst should be a team player who can build great working relationships whilst able to think creatively about problems and overcoming them. The Ideal candidate will have a background in insurance with a positive, can-do attitude to achieve our ambitions of reducing aged debt & unallocated cash.
A bit about the job:

Within this role the successful candidate will have a range of tasks to complete on a day-to-day basis and will be solely responsible for the following:

• Developing excellent relationships with customers to ensure resolutions of queries within agreed timelines. Working collaboratively with the central collections, underwriting and sales team members to ensure effective broker account, query management and swift payment recovery
• Taking ownership of disputes and blockages with customers to ensure resolution within SLA.
• Daily communication with customers, raising non-payment queries for a variation of insurance policies
• Weekly query management analysis, reporting back to QMA Manager
• Contributing to projects or other team initiatives by sharing knowledge and ideas and giving feedback to help develop the way others work, and positively impacting the debt position in relation to client fees

Skills and experience we’re looking for:

• Ability to deliver – i.e. proven track record in reduction of debt through query management with an ability to spot data quality issues/ errors in reporting/ data analysis.
• Insurance background/ knowledge
• Cert CII qualification would be a preference
• Confident in liaising with brokers/customers – building relationships
• Strong excel skills – i.e. vlookups, pivot tables etc

What you’ll get for this role:

Our purpose - with you today, for a better tomorrow – is a promise we make to our colleagues too. And one of the ways we live up to that promise is by investing in you. We have so much to offer when it comes to being an Aviva colleague.

• Salary up to £26,500, depending on location, skills, experience, and qualifications
• Bonus opportunity - 6% of annual salary actual amount depends on your performance and Aviva’s.
• Generous pension scheme - Aviva will contribute up to 14%, depending on what you put in.
• 25 days holiday plus bank holidays, and you can choose to buy or sell up to 5 days
• Make your money go further - Up to 40% discount on Aviva products, and other retailer discounts
• Up to £1,200 of free Aviva shares per year through our Matching Share Plan and share in the success of Aviva with our Save As You Earn scheme
• Brilliantly supportive policies including parental and carer’s leave
• Flexible benefits to suit you, including sustainability options such as cycle to work
• Make a difference, be part of our

Aviva Communities

and use your 3 paid volunteering days to help others

• We take your wellbeing seriously with lots of support and tools

Take a look
to learn more. Put a salary into this calculator to see what your total Aviva Reward could be.
Aviva is for everyone:
We’re inclusive and
welcome everyone
– we want applications from people with diverse backgrounds and experiences.
Excited but not sure you tick every box? Research tells us that women, particularly, feel this way. So, regardless of gender, why not apply. And if you’re in a job share just apply as a pair.
We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working –spending around 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues.
To find out more about working at Aviva take a look
here
We interview every disabled applicant who meets the minimum criteria for the job. Once you’ve applied, please send us an email stating that you have a disclosed disability, and we’ll interview you.
We’d love it if you could submit your application online. If you require an alternative method of applying, please give Guv Johal a call on 0750 008 7919 or send an email to
Guv.Johal@aviva.com
.

Within this role the successful candidate will have a range of tasks to complete on a day-to-day basis and will be solely responsible for the following:

• Developing excellent relationships with customers to ensure resolutions of queries within agreed timelines. Working collaboratively with the central collections, underwriting and sales team members to ensure effective broker account, query management and swift payment recovery
• Taking ownership of disputes and blockages with customers to ensure resolution within SLA.
• Daily communication with customers, raising non-payment queries for a variation of insurance policies
• Weekly query management analysis, reporting back to QMA Manager
• Contributing to projects or other team initiatives by sharing knowledge and ideas and giving feedback to help develop the way others work, and positively impacting the debt position in relation to client fee

Our purpose - with you today, for a better tomorrow – is a promise we make to our colleagues too. And one of the ways we live up to that promise is by investing in you. We have so much to offer when it comes to being an Aviva colleague.

• Salary up to £26,500, depending on location, skills, experience, and qualifications
• Bonus opportunity - 6% of annual salary actual amount depends on your performance and Aviva’s.
• Generous pension scheme - Aviva will contribute up to 14%, depending on what you put in.
• 25 days holiday plus bank holidays, and you can choose to buy or sell up to 5 days
• Make your money go further - Up to 40% discount on Aviva products, and other retailer discounts
• Up to £1,200 of free Aviva shares per year through our Matching Share Plan and share in the success of Aviva with our Save As You Earn scheme
• Brilliantly supportive policies including parental and carer’s leave
• Flexible benefits to suit you, including sustainability options such as cycle to work
• Make a difference, be part of our