Account Representative

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.

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.

• 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

• 1–2 years of experience in customer service, insurance, or relatedield 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

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

At Gallagher, we are dedicated to building an inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. At times, we will consider transferable skills from previous roles.

Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)