Bionic

Insurance Coach – Quality Assurance Broker

Bionic

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Salary

💰 £40,000 per year

About the role

  • Developing broker capability and coaching
  • run monthly coaching cycles – reviewing broker calls and files and delivering structured feedback
  • design and deliver learning on objection handling and creating good customer outcomes
  • partner with sales leaders and technical controls and compliance teams to ensure conversation diagnostics and good broking practice is maintained across teams and ongoing monitoring is managed by team leaders
  • Conduct risk based reviews following call listening and post call audits to defined standard
  • Monitor and align action planning to regulatory compliance reviews
  • Document findings and possible remediation where issues have been identified
  • Maintain an audit trail for regulatory reviews
  • Chair monthly quality and coaching huddle – agree top themes and feedback to sales operations
  • Work with Technical and Compliance to approve wording and guardrails
  • Work with Technical Controls team to ensure brokers are following the right procedures and asking the right questions to fully understand the risk.
  • Complying with regulatory requirements, including Data Protection and FCA guidance, as well as adhering to our governance and control framework

Requirements

  • Experience in broker distribution, sales coaching, QA / Compliance
  • Expertise in Commercial SME Insurance with strong understanding of broker processes in a tele sales environment
  • Proven track record in developing broking and sales capability in a compliant manner
  • Strong understanding of Consumer Duty, FCA expectations and relevant controls
  • Analytical mindset to interpret MI, identify patterns and to translate QA data into practical coaching and process changes
  • Ability to build strong relationships with the operations team and sales leadership to act as a trusted advisor to sales areas
  • Process improvement focus to investigate root cause analysis and define appropriate solutions
  • Exceptional written and oral communication skills
  • Progress towards relevant qualifications such as CII is preferred
Benefits
  • Private healthcare cover
  • Employee Assistance Programme, including a virtual GP service, priority physio & talking therapies
  • Eyecare scheme
  • 25 days annual leave, increasing with tenure
  • 1 paid family & religious day of leave per year - following successful probation period
  • 1 paid charity volunteering day per year
  • Option to buy/sell up to an additional 3 days leave per year
  • Enhanced maternity, paternity or shared parental leave
  • 2 days off for your wedding upon joining, and up to 5 days after 2 years' service
  • Auto-enrolled salary sacrifice pension scheme
  • Life assurance
  • Season ticket Loans, salary advances & loans to buy/rent a home – based on tenure
  • Cycle to work scheme
  • Highflyers incentive, a VIP experience for our high performers across Bionic group to celebrate success
  • Company summer & Christmas party celebrations, business and local zonely & annual awards and recognition
  • Long service awards
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
broker capability developmentcoachingobjection handlingrisk-based reviewscall listeningpost call auditsregulatory compliancedata interpretationroot cause analysisprocess improvement
Soft Skills
relationship buildingtrust advisoranalytical mindsetexceptional communicationfeedback deliveryteam collaborationorganizational skillsproblem-solvingcoachingleadership
Certifications
CII