ACCOUNT HANDLER

Arc Legal Assistance is a specialist provider of legal expenses insurance and related services. 
Based in Colchester, we work with insurers, intermediaries, financial institutions and affinity groups, focusing upon delivering bespoke solutions providing 'best in market' legal advice and case handling.


Our business model for legal expenses insurance involves outsourcing legal advice and the legal conduct of claims to top quality law firms.

Purpose of the role

  • Reporting to the Account Manager, the Account Handler will have responsibility for the management of allocated customer relationships.
  • The Account Handler’s key role will be to work with the Account Manager to maintain the close business relationships which we have developed with our key partners, thereby protecting existing contracts. The Account Handler will also be strongly focused on continually strengthening those relationships by identifying and exploiting opportunities for the creation of new business arrangements. 
  • The Account Handler will also be encouraged to identify new opportunities for the development of new customer and product lines which may arise outside of allocated relationships.

Main Tasks

Account Handling:

  • Responsibility for all activities associated with supporting the management of allocated accounts, either solely or in conjunction with the Account Manager or Director with overall responsibility for the relationship
  • Maintaining regular contact with allocated accounts either at meetings, by telephone or via another medium as appropriate to the issues to be discussed. The frequency of client meetings to be determined by the Account Handler in consultation with the Account Manager and Director responsible for the relationship
  • Liaising with panel solicitors nominated by our partners, with specific focus on agreeing commercial terms, operational processes and the basis on which Management Information will be supplied in consultation with the Account Manager
  • Liaison with other departments and third party suppliers to obtain all required information for periodic client review meetings and/or ad hoc client requests and to support the Account Manager / Director / the Finance Team in contract performance reviews and presentations as required
  • Liaison with the Claims team in the preparation of claims reports and obtaining any information relating to claims matters to assist members of the Commercial team preparing information on claims activity as agreed with clients.
  • Attending client meetings to ensure all of their requirements are fulfilled to their satisfaction including post contract launch, change and renewal/review analysis
  • Dealing with contract terminations and ensuring smooth run off
  • Interface with clients, management and other departments / colleagues on any actions arising from client review meetings or ad hoc and on-going client requests, such as: -
  • Change in cover or service requirements
  • Amendments to policy documentation
  • Contract drafting
  • Price reviews
  • Process change
  • Changes in third party supplier arrangements or terms

Account Development Support (new business from existing relationships):

  • Analysing claims experiences and providing clients, underwriters and other business functions with detailed commentary of the underlying performance of allocated accounts, such as: -
  • Past, current and developing claim trends
  • Identifying the impact that internal and external market factors may have in future
  • Identifying product and service development opportunities
  • Production of bespoke claims and underwriting performance material in advance of client meetings and as requested on an ad-hoc basis
  • Identifying and developing new business opportunities with existing clients and/or their partners including product development
  • Recommending renewal and new business terms with reference to agreed pricing models and existing schemes
  • Drafting underwriting papers for submission to the Directors/Underwriters
  • Liaison with the Marketing team over presentation of the proposal document
  • Preparing and submitting proposals to clients
  • Attending client meetings to ensure all agreed processes, documentation and contract term requirements are fully understood and an effective contract delivery framework is agreed and initiated
  • Liaison with the client, internal departments and third party suppliers to manage delivery of the new contract on schedule as per the specification agreed including all service elements being in place and stress tested and commercial frameworks agreed prior to launch and in accordance with the original implementation objectives.
  • Production of meeting minutes and agreed actions following client meeting and other internal business meetings 
  • Agreeing payment terms with new panel solicitors to support business on allocated accounts
  • Preparing and delivering product training to client’s sales team to help increase sales conversion and to client’s claims, underwriting and customer service team to help build knowledge and awareness of the services we provide

General:

  • Other duties and responsibilities as may be set by the Managing Director and Directors
  • Ensuring all duties are carried out in accordance with company procedures and FCA regulations
  • Ad-hoc project work

Experience and Person Specification

Essential

  • Excellent verbal and written communication
  • Excellent organisational and time keeping skills
  • Confidence to own tasks without supervision
  • Experience of using all Microsoft Office programs

Desirable

  • Graduate
  • Strong Microsoft Excel Skills
  • Good investigative and research skills
  • Knowledge of Legal Expenses

Call us on 0344 770 9000