Senior Analyst

Job description

To assist the Team Leaders in ensuring the timely and accurate delivery of complaint resolution in accordance with mutually agreed service level agreements (SLA) and other agreed deadlines and to ensure that regulatory and audit requirements are met. To provide an excellent and efficient service to our customers' policyholders, responding to written and verbal complaints received from policyholders and IFA's. To take responsibility for achieving individual productivity and quality targets and positively contributing to the achievement of SLA's. All staff should be customer focused, to adapt to the needs of our Clients and represent a friendly and professional image of the Company. Key Responsibilities Key tasks & responsibilities 1.To respond to complaints received from policyholders and IFA's received via multchannels. 2.Process complaints on policies in priority order as determined by the Company Work Management System, to maintain day to day service standards to agreed levels. 3.Liaising with internal and external parties to discuss specific complaints to achieve appropriate outcomes for customers. 4.Respond to customer complaints via a written response conducted in a professional and considerate manner to maintain good customer relations. 5.Respond to customers ensuring that they are treated fairly and that a high level of service is delivered. Keeping customers informed of any delays in accordance with procedures and customers expectations. 6.Liaising directly with other departments within HCL to improve service and to suggest improvements where appropriate. 7.Bring to the immediate attention of Senior Management any issues or concerns that could have a detrimental impact on either HCL or our clients reputations. 8.To participate fully in departmental and team meetings in order to relay information and promote effective communication and suggest process improvements as appropriate. 9.To work with colleagues towards operating self managed teams. 10.To work within industry compliance and legislative requirements under the guidance of the Team Leader, ensuring compliance with controls and procedures. 11.Ensure that data security precautions are undertaken at all times to prevent the possibility of identity theft. 12.Ensure that all policy fraud controls are followed to prevent fraudulent transactions against policies. 13.To undertake any other duties as may be deemed appropriate by the Team Leader. Skill Requirements Desirable Education/ Qualifications/ Training * Have achieved, or be willing to undertake the Certificate in Financial Administration. Essential Special Skills/ Knowledge * Demonstrable knowledge and understanding of the administration of life and/or pensions products Other Requirements Essential Experience Experience of working in financial services. Desired Experience Previous experience of working in a customer service role Experience of working with the Capsil and VAX systems Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Copyright © 2026 HCL Technologies Limited Cookie Consent Manager When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. Required Cookies These cookies are required to use this website and can't be turned off. Required Cookies Required Cookies Provider Description Enabled SAP as service provider We use the following session cookies, which are all required to enable the website to function: "route" is used for session stickiness "careerSiteCompanyId" is used to send the request to the correct data center "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor "Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another Cookies from provider SAPasserviceprovider are required and cannot be turned off Functional Cookies These cookies provide a better customer experience on this site, such as by remembering your login details, optimizing video performance, or providing us with information about how our site is used. You may freely choose to accept or decline these cookies at any time. Note that certain functionalities that these third-parties make available may be impacted if you do not accept these cookies. Consent to all Functional Cookies Functional Cookies Provider Description Enabled Vimeo Vimeo is a video hosting, sharing, and services platform focused on the delivery of video. Opting out of Vimeo cookies will disable your ability to watch or interact with Vimeo videos. Cookie Policy Privacy Policy Terms and Conditions Consent to cookies from provider Vimeo YouTube YouTube is a video-sharing service where users can create their own profile, upload videos, watch, like, and comment on videos. Opting out of YouTube cookies will disable your ability to watch or interact with YouTube videos. Cookie Policy Privacy Policy Terms and Conditions Consent to cookies from provider YouTube Advertising Cookies These cookies serve ads that are relevant to your interests. You may freely choose to accept or decline these cookies at any time. Note that certain functionality that these third parties make available may be impacted if you do not accept these cookies. Consent to all Advertising Cookies Advertising Cookies Provider Description Enabled Google Analytics Google Analytics is a web analytics service offered by Google that tracks and reports website traffic. Cookie Information Privacy Policy Terms and Conditions Consent to cookies from provider GoogleAnalytics Google Tag Manager Google Tag Manager is a tag management system for conversion tracking, site analytics, remarketing, and more. Privacy Policy Terms and Conditions Consent to cookies from provider GoogleTagManager LinkedIn LinkedIn is an employment-oriented social networking service. We use the Apply with LinkedIn feature to allow you to apply for jobs using your LinkedIn profile. Opting out of LinkedIn cookies will disable your ability to use Apply with LinkedIn. Cookie Policy Cookie Table Privacy Policy Terms and Conditions Consent to cookies from provider LinkedIn