Job Information
WTW Associate Client Advocate - Financial Institutions and Professional Services in Philadelphia, Pennsylvania
The Associate Client Advocate (ACA) client-facing functions utilizing the colleague’s advanced skills in Commercial Property and Casualty Insurance and is responsible for a blend of internal delivery activities. The ACA is responsible for supporting client relationships, strategy development, and execution at the insurance program level. This role works in conjunction with a Producer and Client Advocate within our Financial Institutions and Professional Services Industry Vertical Division (IVD).
The Associate Client Advocate (ACA) owns client service activities and client engagement in those activities 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, 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, assist and respond to defensive RFPs, and attend 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.
Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.
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.
Recommend 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)
Engage Service Liaisons (Subject Matter Expert or Client Operations Specialist) on escalations
Gather and receive 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.
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)
EOE, including disability/vets