Account Representative - Small Business

Introduction 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 Qualifications & Experience: 1-3 years of experience in insurance experience required. Knowledge of insurance concepts, including risk management, liability coverage, policy structures, and underwriting processes Experience in remarketing and providing pricing and coverage options for clients Skills & Competencies Strong knowledge of insurance products, policy structures, and coverage Ability to learn and adapt to technology and workforce management systems quickly Excellent communication and interpersonal skills, with the ability to explain complex topics clearly Client-focused mindset with the ability to build relationships and trust quickly Ability to manage multiple priorities, deadlines, and client expectations effectively Compensation and benefits We offer a competitive and comprehensive compensation package. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, complexity or scope, specialized skill set, lines of business/practice area, supply/demand, and scheduled hours. On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve: 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 Other benefits include: 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 And more... **The benefits summary above applies to fulltime positions. If you are not applying for a fulltime position, details about benefits will be provided during the selection process. We value inclusion and diversity Click Here to review our U.S. Eligibility Requirements Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work. Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest. Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business. 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. Qualifications & Experience: 1-3 years of experience in insurance experience required. Knowledge of insurance concepts, including risk management, liability coverage, policy structures, and underwriting processes Experience in remarketing and providing pricing and coverage options for clients Skills & Competencies Strong knowledge of insurance products, policy structures, and coverage Ability to learn and adapt to technology and workforce management systems quickly Excellent communication and interpersonal skills, with the ability to explain complex topics clearly Client-focused mindset with the ability to build relationships and trust quickly Ability to manage multiple priorities, deadlines, and client expectations effectively