Hours per week: 40.00
Salary: £18000.00 - £22000.00
Bonus: £1k (subject to audit reviews)
A higher bonus structure is payable if a candidate is CERT CII.
I am on the search for an experienced Account manager to work on the retention team within a very well-known and well established insurance company.
The company provides general insurance to over 9,000 charities, communities and local government organisations with a combined annual premium of over £10m.
Providing excellent service: 98% would recommend them to a prospective purchaser and one third of their new business enquiries come from word-of-mouth.
The objective of the Account Manager is to provide an outstanding service to business Insurance customers in order to achieve the aim of retaining every customer they possibly can at renewal. Within this role you must ensure that you underwrite risks correctly and impartially, but must do so in a way which adds value to the customer. An insurance professional who will (a) undertake accurate and insightful risk capture, in order to develop a clear understanding of the customers’ situation, (b) provide appropriate balanced advice which will meet the customers’ needs and (c) take a proactive approach to managing the customer relationship in order to give the best chance of retaining the business.
The successful candidate is likely to have most or all of the following attributes.
1. At a minimum A level standard education
2. Customer Service experience
3. Demonstrable numeracy and analytical skills
Insurance experience is not necessary (nor is it a disadvantage). The company value business acumen and the above experience more highly. The business can provide the necessary technical training and also the opportunity to study for a Certificate in Insurance (CERT CII).
Working within this business provides a good work/ life balance .Welcoming applications from candidates who may need to work flexible hours in order to accommodate family commitments.
Key elements of the role include:
Risk capture & proposals
Risk capture is critical in order to provide accurate advice and maintain the integrity of the book: this is as important at renewal as it is for new business.
(a) make every effort to identify all risks that the customer faces
(b) advise the customer on appropriate covers to minimise their risks
(c) escalate underwriting queries to the appropriate level
(d) record risks and use their experience and the underwriting guidance to generate a quote
(e) only provide written quotes / proposals (electronic or hard copy)
2. Customer Service
The role involves balancing the immediate needs of customers who are contacting the company with enquiries and MTAs, against the need to contact renewal customers within the ‘contract certainty’ timeline. This means:
(a) Planning renewal calls to ensure that they are all completed in the timescales
(b) Carrying out mid-term customer account calls on accounts over £1,000
(c) Identifying capacity problems in advance so that they can be dealt with
(d) Prioritising customer service – acting on requests within 24hrs, following up proposals
(e) Efficient management of Debt recovery – ensuring payment is received in a timely manner
3. Basic database disciplines
You must ensure that:
(a) The electronic [customer] file reflects each interaction with the customer including data capture, proposal and acceptance
(b) All conversations with customers are recorded in the electronic file
(c) Every effort is made to avoid duplicating customer files.
Key performance measures
Retention rate of 90% revenue File reviews & compliance Calls Audits & activity Debt recovery.
Interviews Thursday 15th October
Must be available to pre interview with myself face to face prior to this date!
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