Position Summary The position is responsible for development of new accounts and the servicing of existing accounts for General Insurance products. The role will involve managing a portfolio of general SME clients & working with the remainder of the branch on growth and development.

Key accountabilities include providing service to existing clients through activities such as computer system processing, renewals, invoicing, preparing slips and presentations, responding to enquiries from existing and potential clients, general broking and claims lodging and progression and resolution involving liaison with Underwriters and Claims personnel.

Main Responsibilities

· Growing and servicing an existing network of accounts with duties that may include but are not restricted to:

o Provision of quotation documentation o Claims Management (in conjunction with the Branch Manager)

o Policy Documentation /File Audits (checking data integrity)

o Issue and Distribution of Certificates of Confirmation as required o Preparing Slip & Presentations

· New Business opportunity development

· Report generation and distribution

· Assist in the preparation of end of month requirements

· Assist in Debtors Collection under the guidance & instruction of Branch Manager

· Other tasks as delegated by the Branch Manager

· Ability to develop relationships with Underwriters and Insurance professionals

Relationship to other positions

Given the nature of the role the person is required to build relationships with all team members, clients, insurance underwriters and other insurance industry professional.

Qualifications/ Experience

· Diploma of Financial Services desirable

· Tier 2 and Tier 1 mandatory

· Tertiary qualifications in a business-related discipline, but not mandatory

· Obtain and retain qualifications as determined by legislation

· Budget management, debtor management

· Ability to build relationships with all stakeholders including staff, clients, insurance companies and other industry professionals

· Lead a culture driven team based on the McLardy McShane values

Skills and Expertise

Technical Insurance/Broking skills in accordance with RG 146 requirements including:

· insurance products

· legislative obligations

· claims processes and claims broking

Literacy in technology and systems in current use in the Insurance industry

Knowledge of RG 271 (Internal Dispute Resolution)

Knowledge of compliance requirements in broking

Behavioral Competencies

Client Relationship Management

Identifying potential for and developing new client relationships; proactively identifying client requirements; undertaking actions which meet and/or exceed client expectations; using communication styles and methods to ensure understanding and enduring client satisfaction.

Communicating Ideas and Information

Clearly expressing ideas both on a one-to-one basis and in group situations (including non-verbal communication); expressing ideas effectively in written format that contain correct and appropriate syntax, grammar, language and terminology; adjusting language to suit the requirements of the recipients.

Influencing

Using communication and interpersonal styles and methods to inspire and guide individuals (subordinates, colleagues and superiors)



toward improved goal achievement; modifying behaviours to accommodate tasks, situations, and individuals involved; influencing factors outside line control to achieve goals.

Negotiation

Effectively exploring alternatives and positions to reach outcomes that gain all parties’ support and acceptance. Presenting rational arguments, drawing on reason and logic in making a case; demonstrating that a course of action is of mutual benefit; focuses on the problem rather than the person in a negotiation.

Persuasiveness/Sales Ability

Developing and utilising suitable communication styles and techniques to gain acceptance of an idea, plan, activity, service or product from prospects and clients; demonstrating knowledge of the sales process.

Quality Orientation/Thoroughness

Showing concern for completeness and accuracy around tasks, information and project management. Accomplishing tasks with concern for all areas involved, no matter how small; maintaining watchfulness over a period of time. Discovering weaknesses or missing data and acting to correct. Keeping track of many details without forgetting items.

Teamwork/Team Membership

Demonstrating the ability to work effectively in a team/work group or those outside the formal line of authority (e.g. peers, senior managers), not as a team leader but as a valued member who assists in building morale and makes extra effort to help the team reach organisational goals; taking actions that respect the needs and contributions of others; contributing to, accepting and promoting the consensus; subordinating own objectives to the objectives of the organisation or team.

Business Retention

Management of a portfolio of business, with a particular emphasis on profitable growth

Contribute to business retention activities.

This includes

Maintaining Client Relationships

· Providing personal advice to clients in all matters affecting their insurance needs

· Presenting recommendations and options to clients; reaching agreement and receiving instructions on their implementation

· Keeping clients fully briefed throughout the year on market trends and how they may be affected

· Maintaining regular personal and telephone contact with clients throughout the year

· Visiting clients on an “as needs” basis

· Establishing and maintaining effective working relationships with the Insured and other individuals working within the Insurance market

Policy Renewal

· Gathering underwriting information from clients

· Obtaining renewal instructions from clients

· Negotiating terms with underwriters

· Preparing renewal documents ensuring finalisation of new policies within timeframes and attaching applicable specifications to the proposal to form part of the document

· Ensuring that the issue of policy renewal documents, invoices and collection of premiums are effected in accordance with agreed objectives

Claims





· Act on behalf of the client in the settlement of claims, in their best interests at all times

· Ensure timely and, wherever possible, favourable settlement of claims

Complaints Handling

· Ensure customer complaints are escalated and responded to within specified Internal Dispute Resolution timeframes as per RG 271, and that responses are thorough and fair

· Monitor customer complaints and assist with effective resolution when required

· Proactively identify, support and assist customers who need help to make a complaint

· Assess and prioritise complaints according to the urgency of the issues raised

· Take prompt action to identify affected customers and provide fair remediation

· Recognise that everyone has a right to complain. Act with sensitivity as well as be objective and impartial

· Prepare documents for customers and management and manage follow up

· Analyse customer issues, determine causes and any emerging themes, and initiate corrective actions

Business Development

· Building business relationships

· Development of a portfolio of business, with a particular emphasis on profitable growth, providing professional standards and consistency of advice

· Identification and development of new business prospects by cross-marketing keeping abreast of changes in the marketplace

Education/ Compliance

· Undertake Professional Development activities as outlined in training plan

· Undertake appropriate activities to achieve/maintain RG 146 compliance

· Adhere to internal privacy guidelines and maintain confidentiality

· Ensure all activities are carried out in accordance with company compliance policies and procedures

· Maintain a sound knowledge of clients’ industries, businesses and risks

· Maintain an understanding of the products and services offered by the Company

· Maintain a sound knowledge of RG 271 (Internal Dispute Resolution)

· Ensure principles of positive customer conduct are adhered to

Teamwork

· Work effectively with team/work group or those outside the formal line of authority (e.g. peers, senior managers) to accomplish organisational goals

· Develop with colleagues and insurers, recommendations and options to adequately and cost-effectively meet clients’ insurance needs

· Keep management and others informed appropriately and as required about work status

· Contribute to and monitor as required the development of client revenue budgets

· Assist to develop the skills of junior staff wherever possible

· Take actions that respect the needs and contributions of others

· Contribute to, accept and assist in the implementation of the organisation's vision and values

· Maintain current knowledge of and adhere to company policies and principles as detailed

Employee Benefits & Offerings

· 4 weeks of annual leave

· 10 days of paid personal leave

· 12 weeks employer-funded primary carer's leave, 3 weeks employer-funded secondary carers leave

· 3 days of fertility, compassionate and miscarriage paid leave

· 1 day volunteer paid leave

· 11% Superannuation contribution

· Hybrid working model

· Fun, flexible work culture that prioritises people first

· Strong community ties and involvement with charitable organisations encouraged

📌 Account Manager (Melbourne)
🏢 McLardy McShane Insurance Advisors
📍 Melbourne