Jordan Baxter administration lead and operational client management at Velvet Mortgage and Insure Services, speaks to Health & Protection about reuniting with the company’s owner Joanna Streames, overcoming self doubt in her career, being inspired by her nan and why at heart, she’s a girl who just wants to have fun.
How did you get your start in the sector?
I entered the insurance sector at a young age not long after leaving school. I started off doing a support and admin role and built some knowledge at that time and understanding of policies.
I then left the protection industry and rejoined after many years just in September last year when I joined Velvet Mortgage & Insure Services having worked alongside Joanna previously many years ago.
Everything just aligned for me to return to the industry with a more involved role.
What do you enjoy most about your current role?
I enjoy helping clients feel supported and confident in their cover on a much deeper level than I’d previously seen with our advisers here and learning how much there is to know.
Global treatment, additional benefits, fracture cover and so on is all new to me.
Joanna explains policies thoroughly which helps me support them by explaining things clearly, finding the right solutions. Also building long-term relationships with both the team I am looking after and the clients is very rewarding.
Previously it had felt like one-off transactions so getting to know everyone more deeply is a great feeling and feels like you’re really helping.
Who is your role model – in life or in work?
My role model is my nan who taught me the value of hard work, resilience and to have a caring nature.
She would always encourage me to believe in myself and to always approach life with a positive attitude.
Coming from a life with not much guidance – Nan would fill that gap and support me in ways I will remember forever.
What advice would you give to people thinking about a career in the sector?
Focus on building strong relationships.
Having good communication and care for your clients makes a huge difference. People will always remember how you make them feel – trust is everything in this industry.
Also, be willing to learn as there is a lot of detail to learn within the insurance and mortgage sector.
The more you learn, the more you will understand – and the more confident you are at delivering to your customers.
You will then become trusted which is a really nice feeling.
Do you see AI as a threat or opportunity for people entering the sector?
Within the customer service sector, I believe AI can be seen as a threat as it can automate a lot of admin work but this usually leads to more work eventually.
Though within this industry, trust is built with each client.
Customers may fear chatbots and lack of pricing transparency through automated systems, so therefore it’s not a threat overall.
What has been your biggest setback and how did you overcome it?
The biggest setback in my career I would say is self-doubt.
A while ago I felt stuck, unmotivated and unsure where to go next.
I chose to change my way of thinking and accept a new challenge, by surrounding myself with supportive people.
I worked on building new habits like taking notes and focusing on daily progress.
Over time and with the correct support – my confidence has grown again and I believe I will be successful in all I do.
What’s your ultimate goal for your career?
My ultimate goal is to still grow within a leadership role and make decisions myself, mentor others and continue to contribute to organisational success and to live a healthy balanced life that I can give to my children.
How would your boss describe you?
I think my boss would describe me as a team player and very positive.
I would also say organised. I help others when they are stuck on certain things and to keep them focused on our goals.
What’s your biggest talent away from work?
Staying active and being the best mum I can be.
What mantra do you live by?
Lead by example.
What song would you regard as your theme tune?
Something fun like – Girls Just Want To Have Fun – Cyndi Lauper.
