Account Handler

From day one, our mission has been to create an independent business with a unique culture – one that is controlled by the people who work for it. Finding the most talented and entrepreneurial people has always been key to our success.

People come to Howden for lots of different reasons, but they stay for the same one: our culture. That's what sets us apart, and why we nurture and retain the best talent in the market. Whatever your priorities – work/life balance, career progression, sustainability, volunteering - you'll find like-minded people driving change at Howden.

ROLE PROFILE:

Account Handler

ROLE PURPOSE:

Supports their Team to deliver an excellent and comprehensive service in the administration of new business, renewal and mid-term changes so that customers' needs are best satisfied through suitable cover and pricing.

KEY ACCOUNTABILITIES :

Planning/Reporting:

• Works with minimal guidance to organise own work activities to ensure that personal and Team objectives are achieved
• Meets agreed targets
• Participates in team meetings as required, reporting on business progress within their area of expertise
• Manages assigned projects and contributes to other project as required
• Provides relevant management information to senior managers

Technical :

• Reviews client documentation to ensure that information presented is sufficiently comprehensive/accurate to support the quoting process
• Collates and communicates client requirements to ensure appropriate marketing of the risk
• Prepares or checks market presentations
• Liaises with clients and ensures client queries are resolved
• Responds to market and third party queries as appropriate
• Is aware of, and satisfies, territory, tax and legislation requirements
• Produces high quality and compliant market documentation ensuring appropriate authorisations are secured
• Plans the most appropriate solution for the client's demands and needs
• Takes responsibility for data entry, credit control and chasing subjectivities where required
• Liaises with support technicians and IBA as required
• Ensures up to date records are maintained at all times on the Company system
• Knows when to seek guidance from senior members of the team

The job holder may be asked to undertake the following additional responsibilities, as applicable, should they work in a team with no dedicated broking resource:

• Negotiates with underwriters to place insurance that balances quality, coverage and price

Policy, Process and Procedures :

• Works within agreed parameters and uses relevant systems to ensure documentation/communications adhere to company procedure/compliance requirements and provide an adequate audit trail
• Processes data promptly and accurately on relevant systems in order to support and improve high levels of client service/internal process execution and to facilitate informed analysis
• Maintains appropriate client files, and oversees the prompt and accurate production of documentation to best meet client, company and regulatory requirements
• Ensures appropriate due diligence/sanctions checks are conducted in line with company procedures
• Adheres to company policies and procedures and obtains necessary authorisations at appropriate points in the process

Environment, Customer Focus and Relationships:

• Builds and maintains strong relationships with internal stakeholders and external contacts to ensure service delivery meets expectations and is compliant
• Provides support and assistance to senior colleagues and/or their clients on request
• Deals with, or refers, client enquiries, renewals and mid-term adjustments
• Develops strong relationships with immediate Team and the wider Business Unit
• Solicits advice and guidance, when appropriate, from their line manager
• Behaves with all clients fairly and ethically
• Shares information that could be beneficial to the Operating Entity/Group

People Management/Personal Development:

• Actively undertakes personal development to ensure up to date knowledge and understanding of best practice
• Remains aware of external, industry, legal and regulatory developments etc. to ensure practice and outputs are of a sufficiently high standard
• Keeps informed of all legal and regulatory developments relevant to the Operating Entity/Group

Regulatory and Compliance :

The Board of each Operating Entity requires the highest standards of corporate governance, operational excellence and financial reporting throughout the Group from all its employees. Specific responsibilities are listed below.

• Ensures correct authorisation is obtained and processes followed when required by the Operating Entity and/or Group
• Ensures performance, HR and T&C records are up to date and meet the Operating Entity and/or Group's requirements
• Maintains accurate records and deals with correspondence appropriately
• Operates in an honest, professional and ethical manner
• Strictly adheres to the Group Employee Code of Conduct
• Completes all relevant regulatory training
• Complies with all applicable legal, fiscal and regulatory obligations in the form of policies and procedures

PERSON SPECIFICATION:

Knowledge/Experience

• Understands general and legal principles of insurance
• Understands the relevant regulatory and legal frameworks
• Knowledge of the market including an awareness of competitors, specific territory knowledge, cultural awareness
• Relevant product(s) knowledge is required
• Relevant experience in an account handling or technical role is desirable
• Good understanding of Team ojectives and how own role contributes to these
• Specific systems knowledge relevant to role

Skills/Behaviours

• Customer focused approach
• Numerate and literate
• Good communication and interpersonal skills
• Able to work independently and use initiative
• Able to work flexibly to achieve tight deadlines/targets with good organisation skills
• Analytical and able to solve problems
• An attention to detail and willingness to learn
• Calm and resilient under pressure
• Able to positively react to change
• Is a team player, networks and able to build sustainable relationships
• Able to build sustainable working relationships
• Able to train junior members of the team on specific system/process tasks

Qualifications

• GCSE Maths and English (or equivalent)
• A levels (desirable)
• Attainment of the LLMIT (the Lloyd's and London Market Introductory Test), where relevant to the role
• Working towards or has attained ACII (although this is not critical)

Our Culture: People First

We've travelled far since opening our first office in 1994. Back then we were local experts – based in London, with direct access to the world's biggest insurance market. We're still locals, and we still deliver the right advice and the right insurance to our clients. But now, we're local all over the world. With 15,000 global colleagues and a partner network spanning more than 100 territories, we are the largest independent insurance broker in the world. But our values haven't changed since day one, when we set out to create a company grounded in:

• An employee-ownership model

• Aligned external investors

• The trust and integrity born of friendship

• Expertise

• Independence

Our focus on being a people-first business has always been at the very heart of Howden. Our vision was to create an independent business with a unique culture; one that would survive and thrive as a business controlled by the people working for it. Our employee ownership model sets us apart in the market. It's created a culture of collaboration and innovation, where we're driven to think bigger and empowered to challenge convention.

Our flat structure and entrepreneurial spirit help us attract the best people and empower them to be the best version of themselves. And when we bring in and nurture great talent, more follows. That makes us better – and that's better for everyone.

Diversity & Inclusion

At Howden we consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances.

In November 1994, David Howden founded a business that was literally the smallest insurance broker in the world. It had no clients and no track record. But it did have five things:

Equity ownership – the people doing the business, owned the business

A minority external investor with a long-term outlook

A product specialty

3 friends (and a dog)

A commitment to building a business with independence enshrined in its fabric

Today, the business has a global footprint of more than 14,500 employees in 50 countries spanning Europe, the Middle East and Africa, Asia Pacific and the Americas. For the FY22 our Group's organic growth was 19%, our revenue exceeds (USD) $2bn, and we handle $30bn in written premiums for clients.

Howden Group is an independent, global insurance group headquartered outside North America, comprising:

Want to see what kind of organisation Howden Group is? Click here to learn about what makes us who we are.