Account Rep

Gallagher • Lake Mary, FL

3d

About The Position

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.

Requirements

• Must possess an active P&C license or be in the process of obtaining a license within 90 days of employment in role
• 1–2 years of experience in customer service, insurance, or related field preferred.
• 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

Nice To Haves

• Little to no prior insurance industry experience required; formal training combined with on-the-job learning provided
• Prior experience issuing certificates of insurance, handling billing inquiries, or processing policy changes is a plus.

Responsibilities

• Respond promptly to inbound and outbound customer inquiries via phone, email, chat, or system platforms
• 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
• 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
• 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
• 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
• 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
• Ask effective questions to uncover underlying issues, clarify client requests, and identify opportunities for additional support or services
• 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.

Benefits

• Medical/dental/vision plans, which start from day one!
• Life and accident insurance
• 401(K) and Roth options
• Tax-advantaged accounts (HSA, FSA)
• Educational expense reimbursement
• Paid parental leave
• Digital mental health services (Talkspace)
• Flexible work hours (availability varies by office and job function)
• Training programs
• Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
• Charitable matching gift program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed