Role Purpose
Tilt is an innovative digital broker under the Howden umbrella, leveraging AI and automation to deliver effortless, self-service insurance solutions. We are redefining the commercial insurance space by removing unnecessary friction and making it easier for businesses to manage their policies online.
As a Commercial Insurance Executive, you'll be at the forefront of this transformation, providing live chat, phone, and digital support while optimising AI-driven virtual assistants to improve customer interactions. You'll guide customers through self-service policy management and ensure continuous improvement in our digital service offerings.
This role is ideal for someone looking to be part of an AI-first insurance startup, backed by Howden's financial strength and industry expertise. You won't just be handling customer inquiries-you'll be shaping the future of AI-powered digital broking.
Key Accountabilities
o Handle customer inquiries via live chat and phone
o Ensure accurate FNOL submission processing
o Guide customers through self-service policy adjustments, renewals and updates
o Refine AI Chatbot responses and track engagement trends
o Escalate complex cases as needed
o Track and report customer engagement trends, service efficiency and AI Optimisation opportunities
Skills & Experience
o Experience in commercial insurance
o Experience with structured chat-based or email based support environments
o Familiarity with FCA compliance in non-advised sales environments
o Knowledge of insurance policy management
o Strong Customer Service skills and able to empathise with a solution focused approach
o Ability to simplify complex insurance concepts
o Adaptability and agility in a fast paced digital environment
o Self-starter who thrives in an entrepreneurial and agile environment