Our Story

Genistar is one of the fastest growing financial services companies in the UK. We are dedicated to educating families about their financial choices.

When we started the company in 2007, with the focus of serving others, we chose the name Genistar. ‘Gen’ came from the word Genesis for creation, and we chose the word ‘star’ to represent leadership. Real leadership is about serving others.

Genistar is a professional company regulated by the Financial Conduct Authority (FCA). We do not offer advice, but instead we offer education and guidance for individuals to make the right choices.

Visit: https://genistar.co.uk/what-we-do

The Role

This role is responsible for ensuring Genistar clients and Field Leaders receive the highest standard of service and the fastest possible outcomes. You will coordinate with our insurance provider, Executive Vice Presidents (EVPs), and their office managers to manage the pipeline and ensure policies progress smoothly through to completion. Additionally, you will act as a first line of support, troubleshooting and triaging queries and issues received by phone and through ticketing systems, working closely with Business Analysts and IT teams to investigate and resolve issues efficiently.

Key Responsibilities

• Provide first-line support for operational, servicing, and commission-related queries through appropriate communication channels, including remote screen-share support where necessary.

• Build and maintain strong working relationships with Genistar Executive Vice Presidents (Top Field Leaders), who are the primary group this role supports.

• Providing tailored support to Genistar Executive Vice Presidents (Top Field Leaders) through outbound calls and written communications.

• Aiding the creation and administration of surveys to Genistar Executive Vice Presidents (Top Field Leaders) to ensure improvement on support received from the department.

• Analysing statistics from surveys to determine the level of customer service the organisation is providing and identifying any trends from surveys to highlight training needs and/or compliance issues.

• Ensuring any complaints from clients are escalated to the Compliance Team appropriately for further investigation and monitoring.

• Monitoring and managing ticket pipeline and ensuring tickets are resolved in a timely manner, and to a satisfactory standard. Queries can include but are not exhaustive of the following:

  • Private Medical Insurance (PMI)

  • Income Protection (IP)

  • Third Party Provider Referrals

  • General queries

  • System issues

  • Commissions

• Support QA Associates and Compliance Department with client life and health applications pipeline and perform accurate reviews based on required checks and submit correctly within the service level agreement (SLA).

• Support Onboarding Administrators with Independent Business Applications and Approvals pipeline and perform accurate reviews based on required checks and submit correctly within the service level agreement (SLA).

• Collaborating with the Media and Communications team to support the creation of training videos.

• Work collaboratively with colleagues and different departments to ensure consistency, quality, and excellence in service delivery.

• Create solutions articles that contain information on business protocols and systems.

• Constantly reviewing and updating personal knowledge of the company and overall processes.

• Updating internal records EVP and above register whilst ensuring confidentiality is always maintained.

Qualifications & Experience

Essential

• The role requires excellent customer service skills.

• At least 1-2 years of experience in handing phone calls, written email communications with customers and stakeholders.

• Confidence, patience, professionalism, tact, and diplomacy, when dealing with difficult situations.

• Proficiency in IT applications, including MS Outlook, Word, Excel, and PowerPoint.

• Strong problem-solving skills with the ability to identify trends and inaccuracies.

• Strong communication skills that allow you to explain things clearly and work cooperatively with others.

• Highly organised with the ability to manage workload effectively, prioritise tasks, and meet deadlines while handling multiple responsibilities.

• A dedication to continuously enhancing your customer service abilities.

Desirable

• Experience using a ticket management system such as Zoho desk or similar platforms.

• Experience in insurance or financial services is desirable