An Account Handler is a vital role within the field of insurance and finance. Account Handlers are responsible for managing client accounts, providing customer support, and ensuring smooth communication between clients and insurance providers. In this blog post, we will explore the primary responsibilities and the most in-demand hard and soft skills for Account Handlers.

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Main Responsibilities of Account Handler

The following list describes the typical responsibilities of an Account Handler:

Administer

Administer mid-term changes to risk.

Analyze

Analyze quotes and work with insurers to negotiate cover and premiums.

Assist in

• Assist Account Executives in the production of reports and summaries of insurance for clients.

• Assist clients in selecting appropriate insurance coverage options.

• Assist clients with claims reporting and follow-up.

• Assist in developing marketing and promotional materials.

• Assist the Brokers / Client Executives in resolving any processing queries.

• Assist the Brokers / Client Executives in the quality controlling of slips and endorsements.

• Assist with the preparation of client reports for renewal, and specific projects as required.

Attend

Attend industry events and conferences to network and stay informed.

Build

• Build and maintain an excellent rapport with our clients, providers and colleagues across the Group.

• Build and maintain strong relationships with clients.

• Build and manage effective internal and external relationships with all involved parties.

Collaborate with

• Collaborate with insurance underwriters to negotiate terms and pricing.

• Collaborate with the sales team to support business growth initiatives.

Collate

Collate and negotiate terms with incumbent and prospective insurers.

Conduct

• Conduct market research and competitive analysis.

• Conduct policy audits and identify coverage gaps or discrepancies.

• Conduct regular policy reviews to ensure adequate coverage.

Coordinate with

Coordinate with claims adjusters and facilitate claim resolution.

Direct

Direct reporting line to the Multinational Manager.

Discuss

Discuss any "additional" covers to ensure that all insurance requirements are satisfied.

Drive

Drive quality, consistency and accuracy in all aspects of the sales process.

Ensure

• Ensure all Client requests and queries are dealt with promptly and accurately.

• Ensure all files are maintained and data capture accurate and up to date.

• Ensure compliance with regulatory guidelines and industry standards.

• Ensure delegated claim tasks are handled efficiently and on time.

• Ensure that all client instructions and requirements are handled promptly and accurately.

• Ensure that all information required by clients or underwriters is obtained and communicated swiftly.

Escalate

Escalate issues of non-compliance via Profit Centre and or Broker in execution of duties.

Establish

• Establish and maintain day to day relationships with colleagues.

• Establish relationship with all stakeholders (finance / profit centers / OPS / GM).

Gather

Gather and analyze client information to assess their insurance needs.

Handle

Handle client inquiries and provide exceptional customer service.

Help

Help prepare, and implement business plans and goals.

Highlight

Highlight variances in market quotes to Client Executives.

Identify

Identify cross-selling and upselling opportunities within client accounts.

Implement

Implement action plan to resolve uncollected premiums and review same with AR Manager.

Investigate

Investigate and resolve client complaints or issues.

Involve

Involve Claims and Finance staff, where and when appropriate.

Issue

Issue invoices and policy documents and update client records.

Keep

Keep abreast of industry trends and emerging insurance products.

Lead

Lead and / or participate in new business initiatives & defensive tenders.

Liaise with

• Liaise to deal effectively with people at all levels.

• Liaise with Brokers and Profit Centres to ensure all non-paid / outstanding items are resolved.

• Liaise with Client Executives regarding placement strategy for insurance renewals.

• Liaise and work on insurance due diligence projects.

Manage

• Manage cash clearing process for portfolio performed by offshore cash allocator.

• Manage current client base.

• Manage diverse multi-class of commercial insurance products.

• Manage specialist portfolio of insurance products.

Monitor

• Monitor and analyze client retention and satisfaction rates.

• Monitor policy expiration dates and initiate renewal processes.

Negotiate

• Negotiate fees with clients and / or internal stakeholders and produce internal budget proposals.

• Negotiate insurance premiums and cover with Insurers in line with Client requirements.

Prepare

• Prepare and deliver insurance presentations to prospective clients.

• Prepare and submit accurate market presentations and slips in consultation with the Client Executive.

• Prepare insurance proposals and presentations for clients.

• Prepare insurance reports and summaries for clients and management.

Process

Process policy applications, endorsements, and renewals.

Produce

• Produce and maintain accurate and complete documentation in a compliant manner.

• Produce and / or request Insurer documentation as per legislative and regulatory requirements.

• Produce claims reports as required.

Provide

• Provide accurate and timely insurance quotations.

• Provide advice and guidance on risk management strategies.

• Provide day to day support to the PI Division teams.

Request

• Request and analyse underwriting information.

• Request and review underwriting information.

Respond to

• Respond to all queries in a timely, positive and professional manner.

• Respond to clients queries in a timely and accurate manner.

Review

• Review and provide technical advice and opinion on Clients' and Prospects' insurance programmes.

• Review insurance policy documents to ensure accuracy and completeness.

• Review insurer placements to ensure that best advice is offered at all times.

Stay up-to-date with

Stay up-to-date with industry regulations and compliance requirements.

Strive

Strive to deliver best practice, market-leading service and solutions for all clients.

Suggest

Suggest opportunities to help generate business within our existing book of clients.

Support

• Support clients with their diverse range of queries within a full cycle of insurance.

• Support colleagues with managing the sales pipeline (MarshForce).

Understand

Understand and comply with Marsh / JLT compliance and other operational requirements.

Update

Update and maintain client records in the agency management system.

Work with

• Work closely with insurance carriers to negotiate terms and conditions.

• Work Organisation and Planning.

• Work with the Account Executive team by providing handling support and general admin assistance.

Most In-demand Hard Skills

The following list describes the most required technical skills of an Account Handler:

• Proficiency in insurance policy administration and processing.

• Knowledge of insurance products, coverage types, and terminology.

• Familiarity with insurance underwriting principles and guidelines.

• Expertise in using agency management systems and software.

• Strong analytical and problem-solving skills.

• Attention to detail and accuracy in policy review and analysis.

• Proficient in using spreadsheets and databases for data management.

• Knowledge of insurance regulations and compliance requirements.

• Ability to understand and interpret complex insurance policies.

• Familiarity with risk management strategies and techniques.

• Understanding of claims handling processes and procedures.

• Competence in using productivity tools such as Microsoft Office.

• Knowledge of market trends and competitive landscape in the insurance industry.

• Strong negotiation and communication skills for working with insurance carriers.

• Ability to analyze and interpret insurance data and metrics.

• Proficiency in preparing insurance quotes and proposals.

• Familiarity with insurance pricing models and rating methods.

• Understanding of insurance contract terms and conditions.

• Knowledge of insurance industry software and technology platforms.

• Ability to perform financial analysis and assess insurance premiums.

Most In-demand Soft Skills

The following list describes the most required soft skills of an Account Handler:

• Excellent communication and interpersonal skills.

• Strong relationship-building abilities.

• Customer-centric approach and focus on delivering exceptional service.

• Effective problem-solving and critical thinking skills.

• Strong organizational and time management abilities.

• Attention to detail and accuracy in handling client accounts.

• Adaptability and flexibility to navigate changing client needs.

• Collaborative and team-oriented mindset.

• Professionalism and integrity in handling sensitive client information.

• Strong presentation and negotiation skills.

Conclusion

Account Handlers play a crucial role in managing client accounts and ensuring a seamless experience in the insurance industry. Their responsibilities encompass client communication, policy administration, claims handling, and risk management. In this blog post, we explored the primary responsibilities of Account Handlers, highlighting their role in client relationship management, policy processing, and claims support. We also discussed the most in-demand hard skills, emphasizing proficiency in insurance administration, knowledge of industry regulations, and analytical abilities. Additionally, we identified essential soft skills such as communication, problem-solving, and organizational skills that contribute to success in this role. By possessing a combination of these hard and soft skills, Account Handlers can effectively navigate the complexities of insurance, provide excellent customer service, and contribute to the growth and success of their organizations.