Description
The Associate Client Advocate (ACA) is responsible for client-facing functions utilizing advanced skills in Commercial Property and Casualty Insurance and is responsible for a blend of internal delivery activities. The ACA supports client relationships, strategy development, and execution at the insurance program level, working in conjunction with a Producer and Client Advocate within one of our Industry Vertical Divisions (IVD) or Geographical Divisions.
- Retail & Distribution
- Financial Institutions
- Professional Services
- Healthcare and Life Sciences
- Construction
- Public Sector & Education
- Technology, Media & Telecom
- Transportation & Logistics
- Real Estate, Hospitality, & Leisure
- Global Natural Resources
The Associate Client Advocate owns client service activities and client engagement through daily coordination with an assigned Client Specialist in our Global Service Delivery (GSD) Team. The ACA is the primary point of contact for providing all service, escalation, and placement to meet the client’s insurance and risk management needs. The ACA has a strong connection to the client’s business with a fundamental understanding of its industry and aids in opportunities to maximize the profitability of existing clients by supporting new business efforts.
The primary responsibility of the Associate Client Advocate is to provide an exceptional client experience, focusing on direct client engagement and retention of that business. This includes engaging with sales and broking to understand marketplace changes, designing and delivering client presentations/proposals, assisting and responding to defensive RFPs, and attending oral presentations where required.
As an ACA, you are expected to have:
- Basic negotiation skills and demonstrated experience
- Basic account management skills and demonstrated experience
- Basic project management skills and demonstrated experience
- Strong presentation skills
- Ability to adapt to change
- Solid organization skills
- Ability to mentor a Client Specialist colleague
As an ACA, you have the potential to serve as a mentor to other ACAs, a partner/team member for others within your IVD, or an ACA Leader.
The Role
- Retains existing book of business, develops, and strengthens 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.
- Recommends appropriate solutions throughout the policy term (including acquisition due diligence)
- Maximizes the profitability of the client account & drives retention of that business
- In collaboration with the Client Advocate, actively expands existing client relationships and supports new business prospecting
- Collaborates with client teams during Internal and External Strategy Meetings
- Engages with sales and broking to understand marketplace changes
- Supports the fee/compensation agreement and overall client invoicing processes
- Supports defensive RFP responses
- Aids in the design and delivery of 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 of all service delivery (GSD)
- Engages Service Liaisons (Subject Matter Expert or Client Operations Specialist) on escalations
- Gathers and receives all client information working in collaboration with the Client Specialist
- Responsible for coordination of all service delivery activities such as audits, completing second pair of eyes review on policies, resolving all accounting issues, managing aged receivables and bad debt, surplus lines affidavits, issuance of client invoicing and certificates of insurance and auto identification cards.
Qualifications
The Requirements
- 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 the complexity of accountability 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 – the 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
- Daily management of work assignments, mentoring, and collaboration with a Client Specialist
- Receptive to feedback; critical thinking and problem-solving skills, high adaptability
- Supports Client Advocate (CA) in advocating for change. Provides encouragement, takes control of client deliverables, and team projects, leads key delivery areas, collaborates with internal/external stakeholders, and 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 an 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)
This position will remain posted for a minimum of three business days from the date posted or until a sufficient/appropriate candidate slate has been identified.
Compensation and Benefits
Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).
Compensation
The base salary compensation range being offered for this role is $80,000 - $95,000 USD per year. This role is also eligible for an annual short-term incentive bonus.
Company Benefits
WTW provides a competitive benefit package which includes the following (eligibility requirements apply):
- Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
- Leave Benefits: Paid Holidays, Annual Paid Time Off (includes paid state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave)
- Retirement Benefits: Contributory Pension Plan and Savings Plan (401k). All Level 38 and more senior roles may also be eligible for non-qualified Deferred Compensation and Deferred Savings Plans.
At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a hybrid style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and hybrid is not a one-size-fits-all solution.
We understand flexibility is key to supporting an inclusive and diverse workforce and so we encourage requests for all types of flexible working as well as location-based arrangements. Please speak to your recruiter to discuss more.
EOE, including disability/vets
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