Client Account Handler

 


Reporting to:                     Team Leader and Broking Manager

Overall objectives:
The role has responsibility for generating revenue and developing the profitability of the business, whilst ensuring full FCA compliance in all aspects of insurance and a high quality of service is provided to all clients in accordance with their needs and requirements.

Duties and responsibilities:

  • Ensure accuracy, efficiency and professionalism when dealing with both clients and insurers in all aspects of the role
  • New Business
  • Renewals
  • Mid Term Adjustments
  • Claims
  • Queries
  • Premium financing arrangements
  • Meetings and office visits
  • Advising clients on existing products in accordance with their needs
  • Ensure bad debt queries are dealt with efficiently and in line with company procedure.
  • Ensure all business activity fully complies with FCA regulation and company procedures as detailed in the compliance manual – use checklists and support documentation as provided by the company to assist with demonstrating compliance.
  • Handle any complaints in accordance with company procedures and regulatory requirements.
  • Achieve and maintain a high level of customer service and promote exceptional customer care standards at all times.
  • Develop and maintain a professional working relationship with all clients and provide expert product advice and guidance.
  • Actively secure new business by approaching our panel of insurers to ensure the client is presented with the most suitable cover.
  • Actively secure renewal business by re-broking existing business to ensure the client is presented with the most suitable cover.
  • Attend client visits where applicable.
  • Attend underwriter visits when requested.

Key performance indicators:

  • Aim to achieve all Key Performance Indicators and ensure these are attained compliantly with FCA regulation.

Compliance:

  • Be aware of the contents of the company’s Compliance Manual and ensure a full understanding of the following chapters, as a direct relation to the role. Ensure full compliance to the procedures contained within the Manual:
    Consumer Business
    Consumer credit
    General conduct of business
    Complaints
    Training and Competence
    Commercial Business [if applicable]
    Conflicts of Interest
    Whistle Blowing
    Financial Crime
    Data Security
    Record Keeping
    Vulnerable customers
    Firms client money permission
  • Ensure compliance to the company’s employment policies and procedures as contained within the Employee Handbook.
  • Ensure all other company practises and procedures are followed and adhered to.
  • Where appropriate take responsibility for meeting the reporting requirements of the FCA.
  • Where required ensure staff are adhering to FCA compliance. Perform regular file and sales audits.
  • Ensure all business activity fully complies with FCA regulation and company procedures as detailed in the compliance manual – use checklists and support documentation as provided by the company to assist with demonstrating compliance.

Treating Customers Fairly:

  • All employees are responsible for engaging with the senior management of the firm in ensuring that our customers are consistently treated fairly and for observing all of the firm’s TCF procedures. 

Professional development:

  • Conduct learning, training and assessment exercises in accordance with the individual T&C scheme applicable to you. Identify further areas for development as required.
  • Attend supervision sessions, team and management meetings as appropriate.
  • Attend in house training and external training courses as agreed.
  • Attend events representing the company

Insurer/Underwriters:

  • Develop and maintain effective and valuable relationships with insurers and underwriters for the benefit of the company and its clients.
  • Comply with the administration requirement of any given insurer.
  • Assimilate all company literature circulated by the firm or its agencies.

Security:

  • Ensure personal data (client and employee) is secure, held and properly utilised in accordance with the principles of the Data Protection Act (2018) and Company policies.
  • Work at all times within strict confidentiality guidelines and the principals of the Data Protection Act (2018) and Company policies.
  • Report any potential breaches, including weaknesses in current systems, to the Compliance/Operations Manager.

Administration:

  • Prioritise all client communication and ensure it is actioned in a timely way and in accordance with company procedures.
  • Maintain all computer and paper files in accordance with company standards (which should be fully compliant with FCA).
  • Ensure task list and diary system is actioned and updated as required

General:

  • Ensure the Health and Safety manual is followed and the office is kept clear and presentable, clear of obstructions at all times, ensuring that all deliveries, parcels, post and messages are given to the appropriate person promptly.
  • Undertake any other reasonable duties as directed by your line manager.
  • Develop new procedures and reports to help the smooth running of the office

The above list of duties and responsibilities is not exhaustive and you are obliged to agree within reason to undertake other duties over and above those listed.

This job description may be reviewed and subsequently amended to better reflect any changes in the role.

To apply, please send your CV with a cover letter to careers@lumleyinsurance.co.uk