Description:
We are seeking a proactive and detail-oriented Account Handler to join our Commercially Connected Personal Lines (CCPL) team. This is an exciting opportunity to support our commercially connected customers with personal lines insurance advice and service that truly adds value.
As a niche team operating at the intersection of personal and commercial insurance, the CCPL team offers a unique environment to deepen your expertise making it an ideal stepping stone for those aspiring to move into a future career in commercial insurance.
You will work closely with the Commercial Account Directors and Executives, acting as a key point of contact for personal lines matters, and providing trusted guidance and timely solutions that protect what matters most to our customers.
Key Responsibilities:
- Deliver exceptional service to commercially connected personal lines customers with professionalism, empathy, and efficiency.
- Understand customer needs thoroughly through active listening and informed discussions.
- Carry out robust due diligence on customer risks and identify suitable market options and cover solutions.
- Ensure all work aligns with internal process steps, compliance standards, and technical accuracy requirements.
- Collaborate effectively with Commercial Account Directors & Executives to ensure seamless service and account retention.
- Maintain accurate and clear documentation and file notes in line with system protocols (e.g. Applied Relay).
- Recognise and act appropriately in scenarios involving vulnerable customers, always prioritising fairness and customer protection.
- Act as a subject matter expert for personal lines within the CCPL team and participate in customer meetings when needed.
- Take responsibility for personal accuracy and learning from errors, asking questions when unsure, and escalating concerns promptly.
- Contribute positively to a team-focused, professional, and solution-oriented environment.
What We're Looking For:
- CIP qualification preferred
- 4+ years’ experience working within a personal lines function with a deep understanding of personal lines insurance products and processes
- Experience getting cover for non-standard policies
- Strong interpersonal and communication skills with a customer-first mindset
- A high level of attention to detail and an investigative mindset
- A collaborative team player who supports teammates and team leaders alike
- Excellent time management, with commitment to reliability and productivity
- Willingness to take initiative and help drive a positive team culture
- Understanding of and compliance with fitness and probity standards and the Minimum Competency Code