Purpose of the Role: The Query Resolution clerk is responsible for the management of Insurer Queries for Towergate IB. Their role is to investigate, the Insurer Query to identify what remedial actions would lead to their ultimate resolution, the removal of items from Insurer statements, due to Settlement or correction from the Insurer to statement values. They are responsible for managing their workloads, ensuring that progress is tracked. Whilst, maintaining effective relationships with Towergate Businesses, Insurers and External Insurers. As well as managing individual Insurer queries, they are required to support their IB Businesses by identifying trends and sharing analysis. The feedback they provide will support these businesses in reducing future Query workloads, providing feedback to their Account Handlers and identifying root causes. They must be able to manage various Internal stakeholders, where necessary effectively escalate issues, set expectations and share priorities with Leadership. They must ensure that Policies paid by clients and under threat of cancellation are prioritised. Job Description: Main Scope of Activity To resolve Insurer Reconciliation Queries - take through to settlement or prepare to be settled. Queries can be: Premium & Commission, Lapsed and Cancelled Transaction Not Found Already Settled Core Activities: Actively Manage Query workload, referring to Business and Insurer where required, within a timely manner Triage ad-hoc requests from insurers and ensuring that the Query Management team are fully engaged in prioritising queries in line with agreed deadlines and expectations have been managed with Insurers Escalating issues where necessary, to Business Principals and the Query Management team Communicate and build relationships with IBA teams - including Leeds and Delhi Communicate and build effective relationships with the Insurance Broking Businesses and Advisory Business Operations Ensure successful completion of training and assessment exercises as assigned from the Compliance and Training Department Fulfil responsibilities in line with agreed processes to achieve agreed objectives, and in doing so, ensure compliance with the client and insurer money rules within the FCA Handbook Where applicable, investigate the root cause for queries that arise to help improve the process and prevent queries occurring in future Support on root cause analysis, specific to Query Type, Insurer and Business unit and group/Insurer led process improvement Actively lead on the Reduction on Insurer total Query flow Liaising with internal Towergate teams to communicate insurer concerns or issues and ensure that teams have the relevant information and understanding to address the issues in a timely manner Qualifications & Experience: Education - GCSE Maths & English Grade C or above (or equivalent). Essential Criteria: Effective communication skills, written and oral Strong Organisation skills and attention to detail Initiative, proactivity, enquiring approach, resourcefulness Adaptability, ability to embrace and respond positively to change Analytical and investigative skills, logical reasoning and problem-solving skills - individually and collaboratively Ability to work under pressure Integrity and assertiveness when dealing with complex / business critical issues Desirable: Microsoft Excel skills to Intermediate level, including lookups and pivots Understanding of the Insurer Reconciliation, Cash Posting and Allocation, Credit Control and Payments processes Understanding of the Policy Administration Systems (PAS) Previous experience in IBA, Insurance or other Financial Services roles Please apply online