Towergate

  • Halifax
Purpose of Role



The role of the Account Handler is to provide office based support to their assigned Account Executive in the day to day running of the client portfolio, including setting up all appropriate actions required for contract renewal. The Account Handler is the first point of contact for all client and provider queries and issues as they arise and is expected to have the skills and knowledge to understand what actions are required to meet the expectations of all parties. The role will be to deputise for the Account Handler Team Leader as required in the day to day running of the team.



Key Responsibilities


Ensure the smooth running of assigned portfolio on a day to day basis
Develop, maintain and cultivate a constructive and professional relationship with clients and insurers at all levels
Be the first point of contact for day to day enquiries from clients, providers and other internal and external sources
Independently respond to queries from both clients and insurers in a pro-active manner, whilst keeping consultants informed as appropriate
Co-ordinate administration of schemes including invoicing, membership data, claims data, communication materials and other associated queries
Prepare template client reports as request by Account Executive
Resolve any identified discrepancies in provider documentation before sending to clients
Ensure that any correspondence produced or issued by Towergate is accurate and adheres to any published brand guidelines
Proactively initiate & manage the gathering of relevant data for each client’s scheme renewal and ensure accuracy at all times & assist with the analysis of data as required
Support new business tenders for Healthcare schemes as required
Attend internal & external provider and product training as required
Periodically attend client meetings with the Account Executive, subject to agreement of the Account Handler Team Leader and team resourcing
Ensure that client records are accurate, up to date and in the correct format
Maintain client records and data in line with Towergate systems and protocols
Undertake ad hoc project work where required
Be prepared to work outside contracted hours if workloads & business requirements necessitate
Promote and comply with the financial & industry regulations and legislations
Proactively drive own development by seeking to improve & demonstrate technical & industry knowledge, including study for industry accredited examinations & attendance on identified Towergate sponsored courses
Use Towergate systems to keep records up to date & ensure the system is up to date at all times
Provide a proactive professional telephone handling service for both internal & external contracts, including clients, providers and Towergate colleagues
To pro-actively seek, recommend improvements to processes and service, participate fully in the implementation within the team and be ad advocate for change