AddressThe Client Advocate is responsible for client relationship and strategy at the insurance program level, either in conjunction with a Producer, GCA, CA on Complex accounts may also handle Middle Market house accounts. The Client Advocate marshals WTW resources to provide coordinated service and placement to meet the client’s insurance and risk management needs. Because of the Client Executive’s strong connection to the client’s business and fundamental understanding of its industry, this relationship is a business partnership with client decision makers. Through their understanding of the business, the Client Advocate supports new business efforts and identifies opportunities to maximize the profitability of existing clients by account rounding.
The Role
- Colleagues in this role will support assigned clients.They will work independently with Middle Market clients, some complex and/or with a team for those with the most complex programs.
- Client facing responsibilities expected to be 90%.
- Colleague will serve as a mentor and may also be a role or coverage Subject Matter Expert or Team Lead.
- This is a flexible location role offering a hybrid working opportunity.
- Travel to client locations will be required.
- Retain existing book of business, develop, and strengthen client relationships
- Identify, engage, and integrate delivery of all WTW internal resources to deliver on the client experience.
- Provide 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).
- Build and develop market relationships in collaboration with broking and sales.
- Increase (maximize) the profitability of the client account & drive retention of that business.
- In collaboration with producers, actively expand existing client relationships and participate in new business prospecting.
- Engage with sales and broking to understand marketplace changes.
- Design, prepare, negotiate, and deliver fee/compensation agreements to clients.
- Drives the RFP response process, including review, identification, and coordination of line of business groups, and document ownership.
- Design and deliver full client presentations/proposals, client advocacy reports, client service plans and schedules.
- Ensure Group policy requirements (legal, regulatory & compliance) are met
- Drives the renewal process to establish and implement the client-specific renewal strategy. Collaborates with WTW resource, practice, and industry groups to develop and deliver renewal to clients.
- Other duties as identified and appropriate
The Requirements
- Targeted 8-10 years of commercial Property & Casualty insurance knowledge/experience in a client-facing role or demonstrated capabilities to complete role responsibilities
- Must maintain required licensing by completing various continuing education activities as needed.
- Able to apply knowledge of coverage forms in the analysis of program design, the identification of coverage gaps, and ongoing coverage consultation.
- Ability to interpret, analyze, and present models
- Negotiation skills – ability to drive conflict resolution and secure concessions without damaging relationships.
- Relationship Management skills: able to leverage internal and external relationships to bring WTW resources and assets tailored to client needs; ability to drive conflict resolution
- 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
- Effectively advocates for change. Provides encouragement, takes control of team projects, leads key work areas, collaborates with others, provides clear guidance to ensure others fulfill roles effectively.
- Excellent project management skills: end to end oversight of large, complex, ambiguous, or multi-dimensional projects
- Proficient Microsoft Office skills and familiarity with other relevant online tools.
- Insurance broker’s P&C license required.
- Intellectual curiosity to help develop innovative and creative ideas.
- Insurance industry designations preferred but not required (CPCU, ARM, CIC, CRIS, CRM)
EEO, including disability/vets
