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Willis Towers Watson

Account Manager/ Broker Support (EMEA - WS)

Summary of Role

We are looking for a dynamic and proactive individual to join our EMEA WS UK Team, providing support to Producers and Brokers in servicing our clients and managing a high profile portfolio of accounts, reporting to the Team Leader.

As an Account Manager you will need to be able to maintain strong Client and Reinsurer relationships for assigned accounts to ensure the appropriate level of service is provided to all Clients within their area of responsibility. You will be responsible and accountable for individual account management and coordination of global post placement services delivered to Clients and have a full understanding of Client’s service requirements from placement of the business through to collection and settlement of claims, efficiently liaising with internal parties.

Customer service is and has always been, a key differentiator in financial services. This role will engage with agreed key Clients, making sure their Client service expectations and needs are aligned with our service proposition.


The Role

Client Relationship Management 
  • Understand client’s business and their reinsurance programmes, liaising with sales team to understand any specific client requirements
  • Acts as a point of contact to Client, Broker, Local Overseas Offices, Market and Management for assigned accounts
  • Forge and maintain close working relationships with agreed Clients and Markets and improve the overall customer relationship, delivering reliable administrative support and Client service
  • Establish what services the Client values, providing clear, accurate, timely and relevant material including MI as required by the Client, Broker and Local office
  • Responsible for ensuring all post placement servicing is delivered and prioritised, invoiced and settled in accordance with contract terms and client’s expectations, overseeing end to end process until full payment to/from all parties. Is aware of unpaid items and status of collection for regular update and discussion with Clients and ensures problems are escalated to management.
  • Works closely with broking team and internal stakeholders/Account Executives to ensure they are kept apprised of issues and developing situations are escalated as necessary
  • Maintains ultimate responsibility for coordinating query resolution with the Client and ensuring effective management of queries per Client instructions. Arranges regular engagements to ensure Client satisfaction and to gain an understanding of Clients business and operating environment
  • Coordinates and attends technical and claim audits when necessary
  • Monitoring of contract or program experience for assigned Clients, being aware of any anomalies and escalating any concerns to the Account Executive as appropriate
  • Adheres to standard internal processes, policies and procedures, and other external regulatory requirements, as well as Compliance with legal requirements, industry regulations, organisational policies and Willis Re best practice and professional codes
  • Undertake travel as required to Clients, Reinsurers and/or other Willis offices and attend relevant meetings, ensure meeting notes and follow up actions are completed
  • Technical knowledge of Reinsurance business and all servicing functions essential pertinent to the client

Broker Support
  • Compile templates to send to global offices to provide information and check the information received back is accurate
  • Review market security information on carriers, checking compliance and financial positions
  • Create / Update marketing sheets for Broking Team
  • Produce data, statistics, and information packs in support of the placement of a client’s reinsurance programme
  • Liaise with Compliance / Sanctions Team on sanctions checks where touch points exist
  • Support creation of slips / endorsements

Associates
  • Works proactively with peer group and team members to share knowledge to achieve the best results for the clients
  • Helps to motivate and develop the skills and competencies of other junior/less experienced team members in line with Willis HR policies and procedures.
  • Has a lead role in coordinating with Account Handler and Contract Drafters to ensure wording provisions meet servicing requirements
The Requirements
  • Educated to A level standard or equivalent 
  • Relevant Insurance industry experience
  • Excellent communication skills (written and verbal)
  • Attention to detail
  • Ability to organise and prioritise workloads with good time management skills
  • Intermediate IT skills (Microsoft Office suite)
  • Experience of use and management of broking systems appropriate to own office (desirable)
  • Experience in supporting client service through process adherence
  • Experience in delivering applicable compliance standards with client service teams
  • Knowledge of global reinsurance markets
  • Ability to work both independently and as part of a team

Equal opportunity employer

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