AddressThe Associate Client Advocate owns client service activities and client engagement of those activities through daily coordination of WTW resources (GSD). They are the primary point of contact for providing all service, escalation, and placement in order to meet the client’s insurance and risk management needs. The Associate Client Advocate has a strong connection to the client’s business and fundamental understanding of its industry. The Associate Client Advocate supports opportunities to maximize the profitability of existing clients by account rounding and may support new business efforts.
The primary responsibility of the Associate Client Advocate is to provide an exceptional client experience, with a primary focus on direct client engagement and retention of that business. This includes engaging with sales and broking to understand marketplace changes, design and deliver client presentations/proposals, and assist and respond to defensive RPFs and attend oral presentations where required.
Note that visa employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.
The Role:
As an ACA you are expected to have:
- Basic negotiation skills and demonstrated experience
- Basic management skills and demonstrated experience
- Basic project management skills and demonstrated experience
- Strong presentation skills
- Ability to adapt to change
- As an ACA you have the potential to serve as a mentor, or a partner/ team member or a Team Lead.
This role offers a hybrid or remote working opportunity, with some required office time and travel to client locations.
The Requirements:
- Retains existing book of business, develop, and strengthen client relationships
- Identifies, engages, and integrates delivery of all WTW internal resources to deliver an exceptional client experience
- Provides direct or supporting strategic planning and consulting advice to clients; monitors insurance and risk management needs in collaboration with WTW resource, practice, and industry groups. Recommend appropriate solutions throughout the policy term (including acquisition due diligence)
- Maximizes the profitability of the client account & drive retention of that business
- In collaboration with the lead client relationship manager, actively expands existing client relationships and supports new business prospecting
- Engages with sales and broking to understand marketplace changes
- Supports the fee/compensation agreement process
- Supports defensive RFP responses
- Supports the creation of the E365 plan and Client Stewardship report
- Designs and delivers full client presentations/proposals, client advocacy reports, client service plans and schedules
- Coordinates the renewal process to establish and implement the client-specific renewal strategy, collaborates with WTW resources and industry groups to develop and deliver renewal to clients
- Ensures all policy requirements (legal, regulatory & compliance) are met
- Client level coordination & management on All service delivery (GSD)
- Engage Service Liaison (SME or COS) on escalations
- Gather and receive all client information working in collaboration with Client Specialist
- Responsible for coordination of all service delivery activities such as: certificate guidelines, audits, complete second pair of eyes review on policies, resolve all accounting issues, manage AR and bad debt, surplus lines affidavits, issuance of Billing and Certificates
- Targeted at least 4-6 years of commercial Property & Casualty insurance knowledge/experience in a client-facing role, or demonstrated capabilities to complete role responsibilities
- Able to apply knowledge of coverage forms in the analysis of program design, the identification of coverage gaps, and ongoing coverage consultation
- Depending on complexity of account ability to understand, interpret, analyze, and/or present analytical models
- Relationship Management skills: ability to leverage internal and external relationships to bring WTW resources and assets tailored to client needs
- Negotiation skills – ability to drive conflict resolution and secure concessions without damaging relationships.
- Business Acumen; knowledge of strategy, tactics, and solutions for the client, and/or in the marketplace
- Knowledge of commercial insurance renewal end-to-end process, steps and owners
- Excellent verbal and written communication skills; group presentation skills, ability to drive complex/technical conversations
- Receptive to feedback; critical thinking and problem-solving skills, high adaptability
- Supports CA in advocating for change. Provides encouragement, takes control of client deliverables, team projects, leads key delivery areas, collaborates with internal / external stakeholders, provides clear guidance to ensure others fulfill roles effectively
- Strong project management skills: Support the CA in end-to-end oversight of large, complex, ambiguous, or multi-dimensional projects
- Proficient Microsoft Office skills and familiarity with other relevant online tools
- Must achieve and maintain active insurance broker’s P&C license, and complete various continuing education activities as needed
- Insurance industry designations preferred but not required (CPCU, ARM, CIC, CRIS, CRM)
All colleagues are expected to adhere to and demonstrate our Company Values consistently in every internal and external experience. Our Company Values – Client Focus, Teamwork, Integrity, Respect and Excellence – are more than words. Living our values every day drives our success – they frame our approaches and ways of working and embed the behaviors that drive our performance.
Overall individual colleague performance is determined by achievement toward meeting annual goals/ objectives and demonstration of Company values through behaviors.
