An Interview with Client Engagement Associate, Alexandra Brown

Alexandra Brown joined RWA as a Client Engagement Associate in late 2021. She will soon become a familiar name with many of RWA’s E-Learning Clients. We spoke to Alex to find out more about her role and her experience at RWA:

Tell us a bit about yourself and what you did before joining RWA?

I’m Alex, a Client Engagement Associate at RWA. My role involves supporting all Aviva Development Zone clients and providing an excellent customer service experience.

Over the coming year, you will be seeing my name a lot more – and likely hearing from me directly.

Before joining RWA, I have worked in very customer-focused roles. I have over 10 years’ experience in customer service, and have worked for large national companies including Lloyds Banking Group and British Gas.

My aim at RWA is to help and advise clients so that they feel comfortable coming to me whenever they need assistance.

What do you enjoy about working for RWA?

From the moment I started at RWA, I felt welcomed. The team is supportive, and we enjoy working with one another. Over the past few months, I have learnt a lot more regarding e-learning and the insurance market.

We work with a wide range of clients, all with different needs, and this keeps my role varied. We have a strong customer service ethos at RWA and focus on finding solutions that work for our clients.

What should firms be thinking about from a CPD perspective now that we’re reaching the end of the first quarter of 2022?

The one thing I have noticed since joining RWA is that a lot of individuals rush their CPD requirements at the end of the year – however, leaving it to the last minute will put more pressure on yourself than necessary.

I would recommend spreading your T&C plan throughout the year. If you have down time during the week, you can easily fit in one e-learning module or read an article about an FCA update – gradually chipping away at your CPD target.

Insurance intermediaries are required to complete 15 hours’ CPD per year under the Insurance Distribution Directive (IDD). This may seem like a lot – particularly when you have a busy day-to-day workload – but, when broken down over the course of the year, can be managed more easily.

Staggering your learning and development is key.

How does the Aviva Development Zone help firms meet their CPD requirements?

Learners on the Development Zone have access to a vast range of modules, covering regulatory topics, insurance lines courses, and business skills content. Our comprehensive IDD Pathway covers the eight core knowledge requirements under the IDD. We also cover key areas such as vulnerable customers, SM&CR and the Conduct Rules, cyber risks and Data Protection.

The Development Zone has an easy-to-use CPD recording function, which helps learners quickly record the information they need to populate their CPD records.

The system also allows learners to download useful reports, whether this is to monitor CPD target completion within a team or to download a CPD record in time for their yearly/monthly appraisals with their manager.

The Aviva Development Zone is one of the leading e-learning platforms in the general insurance sector; what can clients expect from the system in the coming months?

We are currently working hard behind the scenes on a next generation platform for Development Zone. It will have an improved look and feel and user experience, while retaining the current straightforward functionality and reporting.

We’re also looking to deliver course material in different ways to suit people’s different learning styles.

How will the work you do benefit RWA’s clients?

I will be helping firms, current and new, to get the best out of the Development Zone to meet their regulatory requirements, while also helping their staff gain a real benefit through learning effectively to aid personal and professional development.

About the author

Alexandra joined the RWA team from 2021-2023. She has 10 years’ experience in customer-facing roles, having worked for large national companies including Lloyds Banking Group and British Gas.

She has experience in administration, responding to client queries and updating data records in line with Data Protection regulations. As Client Engagement Associate, Alexandra’s role involved building and maintaining excellent relationships with RWA’s e-Learning clients.

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