Clerical Assistant Level 2, Online Support

locations: London, UK

time type: Full time

posted on: Posted 2 Days Ago

job requisition id: R054624

Company Info

First Title is the UK division of First American Financial Corporation (“FAFC”). First American Financial Corporation is a leading global provider of title insurance and settlement services for residential and commercial real estate transactions. One of our subsidiaries, First Title Insurance plc (FTI) is a leading insurer of risks involving title and related areas of property and property finance and is part of the First Title Group of Companies. FTI have a unique range of policies to help lawyers involved in commercial and residential property transactions resolve both known and unknown title issues and help problem transactions close on time. First Title also provides support services to First European Title Insurance Company Ltd (FETIC) established in Malta in 2018. FETIC is a wholly owned subsidiary of FAFC.

Role Profile

This is a fantastic opportunity to take on an interesting and varied role and to really make it your own. Providing excellent administrative support to the on-line team, you will liaise with clients regarding general on-line support enquiries and resolve queries efficiently and professionally in a timely manner, knowing when to escalate more complex issues. Producing accurate reports and spreadsheets for management along with carrying out general administration tasks to prescribed standards. You will also champion First Title’s on-line system, demonstrating the benefits of the system and providing guidance and encouragement to clients on its use with the aim of increasing and maximising usage. In addition to supporting efforts to acquire and retain profitable business, including assisting in telephone and email campaigns to convert potential business, you will perform other related support duties such as setting up and auto cancelling cases, dealing with incoming and outgoing post, scanning, photocopying and keeping internal systems up to date.

Job Description

• Liaise with clients regarding general on-line support enquiries and resolve queries efficiently, in a timely manner, escalating issues where necessary
• Promote the benefits of the on-line system and provide guidance to clients on its use
• Work within prescribed objectives and procedures ensuring that all the requirements of department guidelines, service, regulatory and technical standards are met
• Set up new commercial cases using the case management system and allocate as appropriate
• Issue standard information requests on residential and commercial cases
• Deal with incoming and outgoing post, scanning, photocopying and stationery queries
• Update and maintain database data so that systems accurately reflect current position at all times and prioritise current and potential prospects
• Deal effectively and professionally with telephone, email and mail enquiries from internal and external clients, and take actions to ensure that enquiries are handled appropriately and within service standards
• Produce daily, weekly & monthly reports to clients, management and to accounts
• Chase outstanding premiums, deal with payment queries and general account enquiries
• Deal with general client admin e.g. changing passwords and setting up new users
• Carry out proactive welcome calls for new users, arranging and carrying out demos for clients as required
• Assist in telephone and email campaigns and convert potential business
• Model and promote First Title Values in all aspects of your daily work (Integrity, Commitment, Teamwork, Service and Leadership)
• Undertake other reasonable duties as assigned by line manager
• Assist with any ad-hoc work or projects as required by your manager
• Continual development of industry/marketplace knowledge

Adhere to Conduct Rules

You must:

• Act with integrity
• Act with due skill, care and diligence
• Be open and co-operative with the FCA, the PRA and other regulators
• Pay due regard to the interests of customers and treat them fairly
• Observe proper standards of market conduct
• Act to deliver good outcomes for retail customers

Personal Qualities

• Excellent verbal and written communication skills.
• Competent in using Microsoft Office Suite, ie Word, Excel, Powerpoint and Outlook.
• Ability to organise own time and prioritise workload to tight deadlines whilst maintaining a high attention to detail
• Ability to develop and maintain strong internal and external working relationships.
• Displays a positive attitude at all times.
• Is a co-operative team member.
• Demonstrates a can do attitude.
• Displays a flexible, adaptable approach and always rises to new challenges.
• Behaves and looks professional at all times paying particular attention to attendance, punctuality and dress code.
• Questions the way we operate and helps the department to work smarter not just harder.
• Is aware of personal development needs and raises issues with manager to help improve effectiveness.
• Takes on board comments about development needs and is always willing to learn.

About You

You will be happy to work in a small team and have the ability to work on your own initiative. An excellent communicator, you will have exceptional organisational, customer service and administrative skills. In addition you will have a pro-active, can-do approach to work. A flexible, adaptable approach and being ready to rise to new challenges are essential qualities for this role. You will also need to demonstrate a good working knowledge of Microsoft Office Suite and have an excellent academic background, achieving strong A’level and GCSE results. Ideally you will have at least six months work experience in a busy office environment where you will have developed good administrative skills. Above all, to be successful in this exciting role you need to show enthusiasm, flexibility and a positive working attitude. For this you will be rewarded with the opportunity to broaden your skill set within an expanding global company.

Diversity and Inclusion

First Title has a positive commitment to the promotion of equality, diversity and inclusion for all current and prospective employees. Our objective is to cultivate and promote an inclusive culture that maximises the talent, skills and diversity within our workforce by treating all job applicants and employees of the Company equally; recruiting, remunerating and promoting people based solely on their suitability for the job and ensuring that opportunities for development and progress are afforded to all members of the Company to achieve their potential.

First Title is a pioneer in providing title insurance solutions tailored to the UK real estate market. We specialise in providing robust cost-effective legal indemnity insurance and comprehensive title insurance solutions, tailored to protect property owners, developers, lenders and other stakeholders. First Title is the UK division of First American Financial Corporation (“FAFC”), a leading global provider of title insurance and settlement services for residential and commercial real estate transactions. First American has offices around the globe and invests in innovative technology to equip our people to lead the digital transformation of our industry. We are passionate about providing exceptional service and are proud of our dedicated teams who focus on providing our customers with a friendly, professional service using their expert knowledge and experience to assist clients and drive results. We value and respect each individual’s unique perspectives, experiences and contributions. Our inclusive culture of teamwork and innovation is one in which our people can perform well, take initiative.