Description
The Associate Client Advocate (ACA) is responsible for client-facing functions utilizing advanced skills in Commercial Property and Casualty Insurance and 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 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 maximizing 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. This includes engaging with sales and broking to understand marketplace changes, designing and delivering client presentations/proposals, assisting with 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 organizational 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
- Retain existing book of business and develop client relationships
- Identify, engage, and integrate delivery of all WTW internal resources to provide an exceptional client experience
- Provide direct or supporting strategic planning and consulting advice to clients; monitor insurance and risk management needs in collaboration with WTW resources, practice, and industry groups
- Recommend appropriate solutions throughout the policy term (including acquisition due diligence)
- Maximize the profitability of the client account and drive retention of that business
- Collaborate with the Client Advocate to expand existing client relationships and support new business prospecting
- Engage with client teams during Internal and External Strategy Meetings
- Understand marketplace changes through engagement with sales and broking
- Support fee/compensation agreements and overall client invoicing processes
- Support defensive RFP responses
- Aid in the design and delivery of full client presentations/proposals, client advocacy reports, client service plans, and schedules
- Coordinate the renewal process to establish and implement the client-specific renewal strategy, collaborating with WTW resources and industry groups to deliver renewal to clients
- Ensure all policy requirements (legal, regulatory & compliance) are met
- Manage client-level coordination of all service delivery (GSD)
- Engage Service Liaisons (Subject Matter Expert or Client Operations Specialist) on escalations
- Gather and receive all client information in collaboration with the Client Specialist
- Coordinate all service delivery activities such as audits, completing second pair of eyes review on policies, resolving accounting issues, managing aged receivables and bad debt, surplus lines affidavits, issuance of client invoicing, certificates of insurance, and auto identification cards
Qualifications
The Requirements
- 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, identification of coverage gaps, and ongoing coverage consultation
- Ability to understand, interpret, analyze, and/or present analytical models depending on the complexity of accountability
- 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 the 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
- Support Client Advocate (CA) in advocating for change, providing encouragement, taking control of client deliverables and team projects, leading key delivery areas, collaborating with stakeholders, and providing clear guidance
- 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)
EOE, including disability/vets
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