Overview
Everywhen, Stoke-On-Trent, England, United Kingdom
Senior Account Handler
Responsibilities
* Provide office-based support to the assigned Account Executive in the day-to-day running of the client portfolio, including setting up actions required for contract renewal.
* Develop, maintain and cultivate a constructive and professional relationship with clients and insurers at all levels.
* Be the first point of contact for day-to-day enquiries from clients, providers and other internal and external sources.
* Independently respond to queries from both clients and insurers in a proactive manner, while keeping consultants informed as appropriate.
* Coordinate administration of schemes including invoicing, membership data, claims data, communication materials and other associated queries.
* Prepare template client reports as requested by the Account Executive.
* Resolve any identified discrepancies in provider documentation before sending to clients.
* Ensure that any correspondence produced or issued by Towergate is accurate and adheres to published brand guidelines.
* Proactively initiate and manage the gathering of relevant data for each client's scheme renewal and ensure accuracy at all times; assist with data analysis as required.
* Attend internal and external provider and product training as required.
* Periodically attend client meetings with the Account Executive, subject to agreement of the Account Handler Team Leader and team resourcing.
* Ensure that client records are accurate, up to date and in the correct format.
* Maintain client records and data in line with Towergate systems and protocols.
* Undertake ad hoc project work where required.
* Be prepared to work outside contracted hours if workloads and business requirements necessitate.
* Promote and comply with financial and industry regulations and legislations.
* Proactively drive own development by seeking to improve and demonstrate technical and industry knowledge, including study for industry-accredited examinations and attendance on Towergate-sponsored courses.
* Use Towergate systems to keep records up to date and ensure the system is up to date at all times.
* Provide a proactive professional telephone handling service for internal and external contracts, including clients, providers and Towergate colleagues.
* Proactively seek and recommend improvements to processes and services; participate fully in implementation within the team and act as an advocate for change.
Qualifications
* Maintain excellent levels of product and market information.
* Good working knowledge of Microsoft Office applications (Word, Excel, Outlook) and Towergate systems.
* Strong keyboard skills with speed and accuracy.
* Knowledge of Customer Service principles and practices.
* Knowledge of Terms and Conditions, FCA regulations including Money Laundering and Data Protection and Treating Customers Fairly.
* Excellent communication skills including telephone manner.
* High standard of literacy and numeracy.
* Ability to work as a team and individually using common sense at all times.
* Complete understanding and compliance with Towergate employee benefits practices and procedures.
* Good organisational skills and ability to prioritise workloads.
* High level of accuracy and attention to detail.
* Ability to retain and recall information with a good aptitude for problem solving.
* Strong team player with a passionate approach to work.
* Ability to assist with revenue maximisation by recognising potential leads.
* Good standard of general education.
Benefits
* 26 days holiday plus bank holidays.
* Career progression opportunities across our group.
* Professional qualifications to boost your career.
* Pension scheme for your future.
* 24/7 wellbeing support.
* Paid volunteering day to give back to your community.
* Spotlight Awards to celebrate our brightest stars.
Ready to take the next step?
Apply today and one of our team members will be in touch.
Everywhen is an equal opportunities employer, with a growing and thriving diversity, equity and inclusion strategy; we are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.
If your application is successful, we will conduct relevant employment checks prior to you commencing employment with us. These will include verifying your recent employment, address, credit history and a standard criminal record check.
Please note: We may close a vacancy prior to the publish end date if the required quality or number of applications has been received. No Agencies please.
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