Account Representative

Gallagher Account Representative

At Gallagher, we help clients face risk with confidence because we believe that when businesses are protected, they're free to grow, lead, and innovate. You'll be backed by our digital ecosystem: a client-centric suite of consulting tools making it easier for you to meet your clients where they want to be met. Advanced data and analytics providing a comprehensive overview of the risk landscape is at your fingertips. Here, you're not just improving clients' risk profiles, you're building trust. You'll find a culture grounded in teamwork, guided by integrity, and fueled by a shared commitment to do the right thing. We value curiosity, celebrate new ideas, and empower you to take ownership of your career while making a meaningful impact for the businesses we serve. If you're ready to bring your unique perspective to a place where your work truly matters; think of Gallagher.

Overview

The Account Representative serves as a primary point of contact for clients within a pooled service model, supporting day-to-day service needs. The Client Service Representative is responsible for delivering responsive and accurate support to clients across a range of routine insurance-related inquiries while developing foundational knowledge of Gallagher's products and services.

How You'll Make an Impact

General Responsibilities:

• Customer Interaction: Respond promptly to inbound and outbound customer inquiries via phone, email, chat, or system platforms
• Certificates: Issuing and managing certificates of insurance for clients. Ensure certificates are accurate, meet client requirements, and comply with policy terms. This may involve verifying coverage details, limits, and endorsements before issuing certificates to third parties
• Billing: Assisting clients with billing inquiries and resolving payment-related issues. Provide support for premium payments, billing discrepancies, refunds, and installment plans. Collaborate with internal teams or carriers to ensure timely resolution of billing concerns
• Policy Changes & Renewals: Processing routine, non-complex policy changes requested by clients, including standard and auto renewals. Process policy amendments such as coverage adjustments, endorsements, or cancellations while ensuring accuracy and adherence to underwriting guidelines
• Coverage Knowledge: Possess a foundational understanding of insurance coverage with the ability to explain basic coverage options, exclusions, and policy terms. Utilize coverage knowledge to complete risk assessments and guide clients towards appropriate solutions
• Claims Support: Act as a liaison between client and carrier for claims related assistance. Provide clients with carrier contact information, claim submission guidelines, and follow-up procedures. Ensure clients understand the claims process and provide initial guidance
• Conflict resolution: Ask effective questions to uncover underlying issues, clarify client requests, and identify opportunities for additional support or services

Complexity / Autonomy: Provides client advisory services while following established procedures and guidelines. Independently resolves standard billing issues and processes routine policy changes. Escalates complex billing matters, high-risk policy amendments, or exceptions to supervisors or specialized teams. Collaborates with internal departments when issues have broader operational or financial impact.

About You

Little to no prior insurance industry experience required; formal training combined with on-the-job learning provided. Must possess an active P&C license or be in the process of obtaining a license within 90 days of employment in role. 12 years of experience in customer service, insurance, or related field preferred. Prior experience issuing certificates of insurance, handling billing inquiries, or processing policy changes is a plus.

Skills & Competencies:

• Strong customer service and communication skills
• Ability to build client trust and rapport quickly
• High attention to detail and organizational skills
• Ability to learn insurance concepts and technology and workforce management systems quickly
• Problem-solving mindset with the ability to handle sensitive client situations professionally

Compensation and benefits At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page. Competitive compensation Comprehensive benefits programs designed to support your well-being Career development opportunities and ongoing learning A collaborative, people-first culture with accessible leadership The opportunity to do meaningful work with global reach and local impact