Account Handler - Existing Business

ROLE PURPOSE

The Account Handler provides the administrative and technical backbone of the client servicing process, working closely with the Account Executive to ensure clients in the care sector receive accurate, timely and compliant insurance support. This is a predominantly administrative role covering CRM management, underwriter liaison, quotation preparation, invoicing, credit control and mid-term policy administration, all delivered with the accuracy and care-sector knowledge our clients expect.

KEY RESPONSIBILITIES

CRM & Data Management

• Maintain accurate, up-to-date client and prospect records on Acturis (or equivalent CRM)
• Log all client interactions, documents and correspondence in line with FCA record-keeping requirements
• Ensure policy, renewal and diary records are complete and correctly diarised

Stand-Alone Renewals

• Manage a small portfolio of allocated stand-alone renewal clients from start to finish, where an Account Executive is not required.
• Prepare and issue renewal documentation, including Statements of Fact, and obtain updated risk information from clients.
• Present risks to insurers, obtain and negotiate renewal terms where appropriate, and prepare quotations for clients.
• Communicate directly with clients throughout the renewal process, answering routine queries and providing updates on progress.
• Secure client instructions, arrange renewal with insurers and ensure all policy records, documentation and invoicing are completed accurately and within agreed timescales.
• Ensure all stand-alone renewals are handled in accordance with FCA regulations, Consumer Duty principles and internal quality standards, escalating complex risks or advisory matters to an Account Executive or Team Leader where appropriate.

Obtaining Quotations

• Liaise with panel underwriters (e.g. Ascot, Aviva, NBS, Markel, Dual, EUNA) to obtain new business and renewal terms
• Complete and submit accurate risk information and proposal/statement of fact forms
• Chase outstanding quotations and follow up with underwriters to meet client deadlines

Quote Preparation

• Prepare clear, accurate comparison quotes and summaries for the Account Executive to present to clients – except where you are handling your own allocation.
• Check terms against client requirements and flag any gaps, exclusions or unusual conditions
• Ensure quotes are branded, proofed and ready to send within agreed turnaround times

Invoicing & Credit Control

• Raise accurate invoices and premium finance documentation following client acceptance
• Monitor outstanding balances and issue payment chasers in line with credit control procedures
• Liaise with clients and underwriters to resolve payment queries or discrepancies

Documentation Issuing

• Issue policy documents, certificates of insurance, schedules and renewal packs accurately and on time
• Ensure all documentation meets FCA and Consumer Duty standards for clarity and fair treatment of customers
• Maintain document trails to support audit and compliance requirements

MTAs & Policy Changes

• Process mid-term adjustments (MTAs) including changes in cover, sums insured, staff numbers and bed/service capacity
• Obtain and apply updated terms from underwriters and confirm changes with the client in writing
• Update CRM and policy records to reflect all changes accurately and promptly

General Support

• Provide day-to-day administrative support to the Account Executive and wider team
• Respond to routine client queries by phone and email, escalating complex matters appropriately
• Support renewal preparation, including gathering updated risk information ahead of renewal dates

KEY SKILLS & COMPETENCIES

• Strong administrative and organisational skills, with excellent attention to detail
• Confident, professional written and verbal communication with clients and underwriters
• Ability to manage multiple tasks and deadlines simultaneously, prioritising effectively
• Comfortable working within CRM systems (e.g. Acturis) and Microsoft Office (Outlook, Excel, Word)
• A methodical, process-driven approach with a commitment to accuracy in documentation and figures
• Good numeracy skills, particularly for invoicing, premium calculations and credit control
• A team player who is proactive in chasing outstanding items without being asked
• An interest in, or willingness to learn, the care sector (CQC ratings, care home and domiciliary operating models)

EXPERIENCE & QUALIFICATIONS

• Previous experience in an insurance administration, account handling or broking support role is desirable
• Experience with Acturis or a similar broking CRM/platform is an advantage
• Cert CII (or working towards) is desirable but not essential; study support may be available
• GCSE (or equivalent) grade C/4 or above in English and Maths
• Experience in a fast-paced, deadline-driven office environment

KEY RELATIONSHIPS

• Account Executives — day-to-day handover of quotes, queries and client instructions
• Underwriters — obtaining terms, chasing quotes, resolving MTA and claims-related queries
• Clients — documentation, invoicing and general query handling (primarily written/phone contact)
• Finance/Credit Control — resolving payment and premium finance queries
• Compliance — ensuring documentation and processes meet FCA and Consumer Duty standards

SUCCESS MEASURES

• Quote turnaround times consistently met against agreed SLAs
• Documentation issued accurately and within target timescales
• Outstanding debt and aged payments kept within agreed thresholds
• CRM records maintained at a high standard of accuracy and completeness
• Positive feedback from Account Executives, clients and underwriters on responsiveness and accuracy
• Strong retention rates for stand-alone renewals as allocated

Join our award-winning team

If you're looking to build your career with one of the UK's leading specialist insurance brokers for the care sector, we'd love to hear from you.

Submit your up to date CV to be considered for this role.

All offers of employment are subject to satisfactory references.