The primary focus of the Account Manager is to provide support to producers and brokers and to maintain insurer relationships for assigned accounts to ensure the appropriate level of service is provided to all Clients within their area of responsibility. Responsible for individual account management and coordination of binder support services delivered to Clients. Has a full understanding of Client's service requirements from placement of the binder through to processing bordereaux and settlement of claims, efficiently liaising with internal parties.
Customer service is, and has always been, a key differentiator in financial services. This role will engage with agreed key Clients, making sure their Client service expectations and needs are aligned with our service proposition and met every step of the way.
The role will involve:
Client Relationship Management
Understand client's business and their delegated authority placements, liaising with broker team to understand any specific client requirements.
Acts as a point of contact to client, broker, local overseas offices, underwriters and management for assigned accounts.
Oversee premium / claims bordereaux processing for agreed clients. Assist with processing where required. SPOE check where required.
Manage and resolve queries from agreed clients, coverholders, underwriters, TPA's.
Production & upkeep of market sheets, data, stats.
Establish what services the Client values, providing clear, accurate, timely and relevant material including MI as required by the client, broker and local office.
Responsible for ensuring post placement servicing is delivered and prioritised, invoiced and settled in accordance with contract terms and clients expectations, overseeing end to end process until full payment to/from all parties.
Works closely with broking team to ensure they are kept appraised of issues and developing situations are escalated as necessary.
Coordinates and attends technical and claims meetings.
Monitoring of contract or program experience for Clients, being aware of any anomalies and escalating any concerns to the Account Executive as appropriate.
Coordinates with all internal stakeholders relative to the client portfolio and works closely with the Account Executive.
Is aware of unpaid items and status of collection for regular update and discussion with Clients and ensures problems are escalated to management.
Adheres to standard internal processes, policies and procedures, and other external regulatory requirements.
Compliance with legal requirements, industry regulations, organisational policies and Willis Re best practice and professional codes.
Coordinates regular engagements to ensure Client satisfaction and to gain an understanding of Clients business and operating environment.
Undertake travel as required to Clients, Reinsurers and/or other Willis offices and attend relevant meetings, ensure meeting notes and follow up actions are completed.
Technical knowledge of (Re) Insurance business and all servicing functions essential pertinent to the client.
Production of contract documents to a high level and within timescales.
Ensure Internal, client and market correspondence is stored in E-filing.
Works proactively with peer group and team members to share knowledge to achieve the best results for the clients.
In conjunction with the Client Service Manager, motivate and develop the skills and competencies in line with Willis HR policies and procedures, ensure any team skills and knowledge gaps are met with appropriate training to fulfill the requirements of the business and providing input to performance reviews and objective setting.
Has a lead role in coordinating with broker support and contract drafters to ensure wording provisions meet servicing requirements.
Educated to A level standard or relevant industry experience as a minimum according to the role
Binder/delegated authority experience is essential
Knowledge of Eclipse processing an advantage
Understanding of Lloyds V5 documents
Holds all regulatory licenses, permissions and technical or other requirements applicable under UK legislation and FCA rules and guidelines
Whilst the role will be based in Ipswich, there may be a requirement to travel to other locations as required.
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