Client Manager (Commercial Account Handler)

Published

10-Feb-2023

Applications Close

10-Mar-2023

REPORTS TO: Broking Manager

JOB PURPOSE: To manage a commercial insurance client book effectively by providing appropriate advice and a high level of service to a panel of clients, including new clients, and to work closely with the Account Executives.

Key Accountabilities

Client

• To develop and maintain good working relationships with all clients
• Develop own client book by retaining existing client’s business, addressing gaps in cover and providing quotations for appropriate products that meet clients requirements. Expanding book by adding new clients either via direct sales or secured by the Account Executives 
• Promptly respond to all client enquiries and provide appropriate advice
• Ensure all systems kept up to date with appropriate records/information and that all instructions are recorded on the systems
• Ensure everything done is with a view to achieving a positive client outcome
• Discuss and assess client requirements and only ever provide solutions that meet these requirements
• Assist the client and DRP claims team as appropriate with any claims from own client book

Insurer Relationships

• Ensure knowledge of insurer’s products, appetite and key personnel is kept up to date
• Provide prompt response to insurer queries
• Develop good working relationships with key personnel at all insurer’s

Communication

• Provide both written and verbal, clear, professional and concise communication to clients, insurers and colleagues
• Ensure all documentation is checked for accuracy and is issued in accordance with regulatory and DRP standards
• Liaise with all members of any clients dedicated service team so that they are kept up to date with any appropriate client changes
• Carry out all reasonable instructions of the client and/or the Account Executive as required

Planning

• Ensure renewals are carried out on a timely basis
• Manage own time effectively
• Ensure all actions agreed with client are completed within timescales
• Provide Broking Manager with any assistance that they require in the event that any re-organisation of work is required and any information they request.
• Notify any issues in relation to a client to the Broking Manager and or the Account Executive

Credit Control

• Ensure payments within own client book are obtained within agreed credit terms and promptly deal with any issues that could lead or result in payment not being made within credit terms

Miscellaneous

• Provide training to other members of staff where appropriate
• Provide input or take responsibility for any DRP projects
• Take on additional roles and responsibilities as appropriate

Skills and Knowledge

• Knowledge of clients
• Negotiation/Sales skills
• Product knowledge
• Technical knowledge
• Regulatory (FCA) knowledge relevant to job role
• Relationship building skills
• IT skills

CII qualification (Cert CII desirable)

Behavioural Competencies

• Great customer service resulting in positive client outcomes
• Good communication skills
• Planning ahead
• Knowing the business
• Team player
• Emphasis on quality
• Self motivated

Measures

• Growth of own client book via Renewal Retention and New Business income
• Credit Control
• Compliance with all DRP standards and procedures
• Ongoing adherence to own internal training plan and recording of the same
• Ongoing adherence to meet any professional qualification requirements in order to maintain any qualifications achieved
• Quality of files/Audit reviews
• Compliance with all regulatory requirements of role including but not limited to Conduct Rules, Treating Customers Fairly and Vulnerable Customers
• Any complaints received and findings of same