Insurance - Senior Account Handler

Brooks Macdonald Group plc is one of the UK's leading wealth management firms, recognised for investment performance and client service. We offer leading multi-asset investment services to intermediaries, and high-quality financial planning advice to private clients, benefitting from a strong local presence across the UK.

We offer fulfilling careers in an inclusive culture that values diversity, ambition and rewards high performance.

Our values (we call them our guiding principles) underpin our culture and are at the heart of everything we do:

• we do the right thing

• we are connected

• we care

• we make a difference

We welcome talented people from all backgrounds who live our guiding principles and are focused on ensuring good outcomes for our clients.

Role Overview

This role will provide high-quality administrative support to the Head of Insurance and wider team, while also taking on senior account-handling responsibilities across an allocated portfolio of clients. The role will act as a trusted point of contact for clients and introducers, manage insurance activity through the policy lifecycle, and support the effective day-to-day running of the team. Success requires a clear and precise understanding of the team's processes and procedures, strong ownership of client outcomes and the judgement to manage more complex insurance queries and cases.

Role Responsibilities

• Open, scan and save post to client files

• Act as a senior point of contact for clients and introducers, providing a responsive and professional service by phone and email

• Take ownership of an allocated portfolio of client accounts, ensuring servicing activity is progressed accurately and within agreed priorities

• Manage the end-to-end handling of renewals, new business enquiries, mid-term adjustments and claims, keeping clients, introducers and colleagues updated throughout

• Review client requirements, policy information and insurer documentation, identifying gaps, discrepancies or areas requiring further action and escalating where appropriate

• Liaise with insurers and underwriters to obtain quotations, negotiate terms and progress cover in line with client requirements

• Provide clear explanations of policy terms, cover, exclusions and relevant options to support informed client decisions within the scope of the role

• Prepare renewal and client review information, ensuring records and supporting documentation are accurate and complete

• Stay on top of workflow queues, prioritise competing client requirements and proactively follow up outstanding actions

• Support the Head of Brooks Insurance Brokers with complex cases, client matters and day-to-day account management activity

• Book meetings for the Head of Brooks Insurance Brokers and assist with meeting preparation, including printing and binding client and introducer reports and presentations

• Liaise with appropriate teams for the effective onboarding of new clients and ensure a smooth handover into ongoing servicing

• Accept daily payments into the business and take payment from clients where required, following relevant processes and controls

• Complete client Sanctions Searches and Vulnerability Checks and maintain accurate client records

• Build strong relationships with colleagues across the business to support the ongoing success of inter-company referrals

• Share knowledge and provide day-to-day guidance to less experienced colleagues, helping to maintain high service and administration standards across the team

• Identify opportunities to improve processes, client service and team efficiency, raising suggestions with the Head of Insurance

• Perform the role at all times in line with internal procedures, regulatory requirements and the expected behaviours stated in the FCA Conduct Rules

Knowledge, Skills and Experience

• Previous experience in an insurance brokerage in an Account Handler, Senior Account Handler or comparable client-servicing role is highly desirable
• Experience managing renewals, mid-term adjustments, claims and new business activity with a strong focus on client service and ownership
• Confidence dealing directly with insurers, underwriters, clients and professional introducers, including more complex queries
• Ability to prioritise a portfolio of client work, use sound judgement and escalate risks or issues appropriately
• Strong communication skills with the ability to explain insurance information clearly and professionally
• Experience in a similar role as a Team Administrator within and Insurance Brokerage essential
• Demonstrable interest in and understanding of insurance products
• Proven organisation, planning and prioritising skills
• Demonstrable level of attention to detail
• Ability to engage with diverse clients, Professional Advisers, Investment Managers, product providers and internal stakeholders
• Possess a passion and energy to deliver successful outcomes for our advisers and clients
• Working knowledge of Acturis essential