Job Description

Job Title: Client Service Director (CSD)

Reporting to: Managing Director

Company: Artex Risk Solutions (Guernsey) Limited

Location: Guernsey

Role Overview The Client Service Director is responsible for ensuring exceptional levels of service are delivered to a diverse portfolio of clients. Working in conjunction with the client service teams and managers, the CSD will provide guidance and leadership together with ensuring smooth communication with the ultimate aim of delivering the highest possible level of service to clients. Responsibilities:

 To act as the primary contact for client in strategic matters

 Responsible for high quality and timely delivery of all service required by clients, ensuring standards are upheld and clients are satisfied with the level of service.

 Oversees the resolution of all client complaints

 Attends and presents at all client board meetings

 Liaison at all times with the wider teams to ensure smooth and consistent communication between the client service teams

 Responsible for client compliance with relevant laws and regulations

 Authorised signatory where necessary

 Reviews and approves business plans and submissions to GFSC for new and existing clients

 Reviews and countersigns policy documents, slips, cover notes, endorsements, certificates or other contractually binding insurance or reinsurance documentation

 Reviews and approves board packs

 Reviews client annual returns for completeness and accuracy prior to signing off as General Representative and submission to the GFSC

 Approval of all outgoing fee quotes or fee issues

 Act as Director / Alternate Director on client entities as required

Business management responsibilities:

 Adhere to Artex Policies and Procedures at all times

 Undertake all activities in a professional and ethical manner

 Attend and actively participate in internal meetings initiatives

 Complete timesheets accurately and on time

 Contribute to the overall positive working environment with impeccable conduct

 Attends all Client Service Director Forums

 Represent Artex at industry forums and meetings such as GIIA

 Identification of new products and services for enhanced client service and fee generation

 Identification of cost savings initiatives

 Project management

Personal attributes, knowledge and experience:

 Professionally qualified

 10+ years’ experience in a captive environment

 Experience of reviewing and understanding technical documentation

 The ability to work effectively and accurately whilst under pressure

 Excellent communication skills

 Proven relationship management skills

 A strategic planner with devotion to detail

Job Description

Job Title: Senior Client Insurance Manager

Reporting to: Team Leader

Company: Artex Risk Solutions (Guernsey) Limited

Location: Guernsey

Role Overview This role sits within the Client Insurance department of Artex, reporting to a Team Leader, fulfilling the

Senior Client Insurance Manager role on a specific portfolio of clients

Responsibilities:

 Responsible for all client insurance and reinsurance administration issues including liaison with the wider insurance team

 Contributes to preparation and review of board pack, attends board meetings and presents the insurance section to the Board

 Review of minutes and matters arising following the board meeting

 Establishes underwriting and reinsurance programs, checking the appropriate match of incoming and outgoing policies

 Prepares and reviews policy wording

 Producing renewal reports

 Prepares renewal presentation packs for reinsurers

 Reviews and settles all claims and bordereau

 Monitors reinsurance recoveries and liaises with reinsurers to collect outstanding amounts due

 Liaises with external parties such as the GFSC, advocates and auditors as required

 Prepares insurance accounts/triangulations/underwriting statistics monthly/quarterly

 Obtains and verifies all formal reinsurance documents, slips, cover notes and policies against inwards policy documents

 Ensures all new policies, renewals and cancellations are completed in a timely manner

 Handles new client enquiries as allocated

 Monitors and reviews solvency and capital adequacy and ensures the necessary action is taken to protect clients’ interests where needed

 Mentorship of junior members of the team

 Reviewing work completed by the Client Insurance Assistant

Business management responsibilities:

 Adhere to Artex Policies and Procedures at all times

 Undertake all activities in a professional and ethical manner

 Attend and actively participate in internal meetings initiatives

 Complete timesheets accurately and on time

 Contribute to the overall positive working environment with impeccable conduct

Personal attributes, knowledge and experience:

 CII qualified (or equivalent)

 Confident communicator, a reliable team player

 Ability to maintain high quality work in a changing environment

 A high level of computer literacy, especially Microsoft Office

 Mutual regard for our key values; Empathy, Engagement, Excellence, Expertise

February 2023

ADMINISTRATOR – CLIENT RELATIONSHIP TEAM

JOB DESCRIPTION This role involves building and maintain relationships with our members, their appointed advisors and other third parties, and liaising internally to co-ordinate administrative tasks. RESPONSIBILITIES Responsibilities will include the day-to-day administration of retirement products. DUTIES

• Dealing with administrative tasks relating to retirement products;

• Responding to and actioning member queries and administrative requests;

• Updating Viewpoint and other relevant systems;

• Allocating work from inboxes to other administrators on the team;

• Following a range of checklists to ensure accurate administration of a range of tasks;

• Liaising with, and responding to queries from intermediaries and introducers;

• Liaising with investment houses;

• Checking of suitability of documents received, including client due diligence and member instructions;

• Dealing with all retirement product requests including the collation of all relevant information which is to be presented to the Client Services Team in a complete, accurate, and organised fashion to ensure requests can be processed in a timely manner;

• Liaising with the accounts and compliance departments with regard to monetary movements of funds within the plan, raising and settling of fees and compliance checks of members prior to processing administrative requests

• Maintaining relationships with advisors and introducers

• Working in accordance with the published Mission, Vision and Values of the Company.

• Other duties as may be required from time to time in accordance with the demands of the role and development of the services provided.

JOB SPECIFICATION

FACTOR ESSENTIAL (E) or DESIRABLE (D)

QUALIFICATIONS

• Minimum 5 GCSE qualification (grade C or above) including English and Maths

E

EXPERIENCE

• 1 - 2 years’ experience in a client servicing or financial

services role

• Experience of pensions administration

E

D

February 2023

KNOWLEDGE

• A good working knowledge of how to operate Microsoft Word, Excel and Outlook

• Previous experience of manual and/or electronic client recording systems;

• Understanding of Compliance and Client Due Diligence requirements;

• Understanding of relevant regulations on Money Laundering, countering Financial Crime;

E

D

D

D

SKILLS AND ABILITIES

• Numerate, diligent and well organised;

• Good communication skills, including drafting emails and responding appropriately to telephone calls;

• Good client and company focus

• Accurate with good attention to detail;

• Good team player;

• Good time management;

• Ability to respond to urgent or delicate matters with tact and diplomacy, and to recognise the need to refer to Management when required

E E

E E E E

E

PERSONAL QUALITIES

• Good social and communication skills.

• Desire to learn continuously and improve skills

• Good work ethic

• Good problem-solving skills

• Empathetic

• Patient

• Supports company values

E E E D D D E

MOTIVATION

• Strong commitment to organisation effectiveness and service delivery

• Providing positive client outcome

• Proactive in seeking new tasks

• Self-motivated and diligent

E

E E E

Last updated: February 2023 Date of next review: Annually

(This job description will be reviewed annually in relation to the annual performance appraisal system and will be amended as required.)

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Role Profile

Position: Operations - Underwriting Assistant

Location: Guernsey

Band: I

About the team/division

Hiscox underwrites over half of the world's specialist corporate protection insurance

premium, including kidnap and ransom, and has led the development of this market for more

than two decades.

The role of Underwriting Assistant sits in the Operations Team and is responsible for

providing administrative support to the Crisis Management Business Unit. Team members

work closely with internal stakeholders to grow our business and offer unparalleled service to

clients. Our goal is to build a lean function that allows our business to shrink and grow in line

with market conditions.

We are a proactive engine room, anticipating business needs and developing agile solutions.

The team is encouraged to share ideas and opinions, and empowered to drive positive change.

Staff are located in the Guernsey and London Hiscox offices. Remote working requires strong

team alignment so we’re all working towards the same goal – providing market leading

operational support and continuous improvement.

The Role

The Underwriting Assistant will be part of the Operations Team, totalling ten, servicing

different products and completing administrative tasks across the Crisis Management’s

portfolio (Kidnap and Ransom, Marine Piracy, Security Incident Response and Fine Art)

spanning an international footprint that includes London, Guernsey, Miami, and Latin

America.

New joiners are supported through a structured 8-week training plan with plenty of

opportunities to shadow members of the wider Crisis Management team to build relationships

with stakeholders as well as fellow team members.

Professional and academic growth is supported at Hiscox through opportunities for team

members to obtain qualifications accredited by the Chartered Insurance Institute (Certificate,

Diploma, and Advanced Diploma). We also support team members in gaining project

management skills through completing Lean Six Sigma courses, which help develop skills

needed to lead efficient projects.

We value and reward proactive team players who are not afraid to ask questions and take on

challenges with a positive attitude.

Main responsibilities

• Provide high quality service and operational support to underwriting teams and

brokers, ensuring quality, consistency and reliability

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• Preparation of policy documentation and data entry for internal and external clients

meeting established SLAs

• Develop and maintain document templates and process template change requests

• Assist with embedding regulatory controls and producing necessary reporting

• Build strong knowledge of your class(es) of business and all processes and systems

involved

• Champion operational best practice, identifying opportunities for improvements in

process, service, quality, and time taken to complete tasks, and participating in

solution design

• Understand and comply with operational processes and procedures Ad-hoc projects

and other work items at request of Team Leader.

The Candidate

Our must haves

• Strong academic background (A-Levels or equivalent) with excellent analytical and

technical skills, proficient in MS Office.

• High-quality administrative and organisational skills, demonstrating professionalism,

initiative, and the ability to work unsupervised.

• Strong work ethic, willingness to learn and take on additional responsibilities, with

excellent communication skills to build relationships and clarify requirements.

• Commitment to service excellence, attention to detail, and quality, consistently

meeting SLAs and managing workload to meet deadlines.

• Capable of working under pressure, solving challenges independently, and

proactively learning about the business and products.

• A team player with a positive attitude, flexible approach to change, and the ability to

motivate and influence others.

Nice to have

• Spanish language knowledge

• Experience in a similar operational role

• Knowledge of insurance products

About Hiscox

As an international specialist insurer we are far removed from the world of mass market

insurance products. Instead we are selective and focus on our key areas of expertise and

strength - all of which is underpinned by a culture that encourages us to challenge convention

and always look for a better way of doing things.

We insure the unique and the interesting. And we search for the same when it comes to

talented people. Hiscox is full of smart, reliable human beings that look out for customers and

each other. We believe in doing the right thing, making good and rebuilding when things go

wrong. Everyone is encouraged to think creatively, challenge the status quo and look for

solutions.

Scratch beneath the surface and you will find a business that is solid, but slightly contrary.

We like to do things differently and constantly seek to evolve. We might have been around

for a long time (our roots go back to 1901), but we are young in many ways, ambitious and

going places.

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Some people might say insurance is dull, but life at Hiscox is anything but. If that sounds

good to you, get in touch.

You can follow Hiscox on LinkedIn, Glassdoor and Instagram (@HiscoxInsurance)

About Crisis Management

Hiscox Crisis Management has helped thousands of clients from the largest of global

corporations through to small businesses and families. We cover individuals and companies

against a wide range of security threats including threats to kill, injure, abduct or to damage

property; illegal detention; and hijack – working in partnership with Control Risks the leading

global risk consultancy.

We also specialise in providing discreet, bespoke insurance cover for the luxury assets of the

ultra-high net worth individual – anywhere in the world. Our highly confidential service

includes global protection for fine art, property portfolios, cars, valuables, and collections.

If you’re unfortunate enough to have to make a claim, we'll be looking for reasons to pay it

quickly rather than for excuses to delay.

What we offer

• Excellent career opportunities beginning with a tailored 8 week new joiner

programme

• Competitive salary and benefits package including length of service awards,

sabbaticals, medical cover and pension to name a few

• Flexible working arrangements

• Opportunities for development and secondments, as wide of the global Hiscox

business