Associate Client Manager

The Associate Client Advocate coordinates WTW resources to provide service and placement 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 and is the client’s primary contact for ongoing insurance needs.  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.  Responsibilities include engagement and interaction with internal resources and functions to enable the exceptional client experience.

 WTW A&E is the Center of Excellence for WTW exclusively dedicated to providing insurance and risk management solutions to design professionals in North America. The Client Manager is responsible for a blend of internal delivery activities and client facing functions utilizing the colleague’s developed skills in Commercial Property and Casualty Insurance. Colleagues in this role will continue to perform all the duties of a Client Manager at an above average level incorporating advanced responsibilities associated with the Lead role. They will work independently and be responsible for direct completion of tasks such as: creation of allocations, independent contract reviews followed by implementation of necessary actions with clients/carriers. 

Colleagues in this role will support internal clients and assigned external clients. External clients would likely have complex program.

Client facing responsibilities expected to be 30-50%

Upon development of necessary skills, colleague may serve as a mentor, Subject Matter Expert or Team Leader.

The Role

• Maintain accurate policy detail in Management System
• Provide support on invoicing process including review for SOX compliance and coordination of Surplus Lines documentation
• Initiate timely renewal process by updating/reviewing exposure gathering workbook
• Attach information in Client Portal system
• Participation in internal pre-renewal strategy meeting, review of management of expiration list
• Request and compile necessary information in advance of renewal strategy meeting, coordinating responses from client
• Incorporate information from broking into a proposal format for review by Senior team members
• Upon receipt of binder, create confirmation of coverage or evidence of coverage to deliver with binders to client
• Oversee the client billing process including timely and accurate delivery of invoices.
• Resolve client level accounting issues including discrepancies and fee agreements
• Manage the certificate renewal process with clients to determine requirements, coordinating with cert center to insurance timely and accurate issuance.
• Second pair of eyes review on policy checked by policy services team 
• Request Carrier revisions as needed and deliver to client within 30 days of receipt. 
• Ensure timely and accurate completion of endorsement and audit requests.  
• Respond to mid-term client inquiries (i.e., policy and coverage questions) in partnership with other Service and Broking colleagues.  
• Complete contract reviews with assistance as necessary. 
• Maintain and manage open items listings with clients and team.   
• Deliver client reports, e.g., Accounts Receivable for Allocations, Open Claims, etc.  
• Support process and data management for premium allocations as needed.
• Other duties as identified and appropriate.

The Requirements

• 5+ years of commercial Property & Casualty experience in a client facing role required. 
• Must successfully complete appropriate licensing exam(s) and/or maintain required licensing by completing various continuing education activities as needed.
• Ability to review and understand coverage questions with support as needed.
• A good understanding of insurance terminology, the general functions of an insurance broker and the various lines of business insurance.
• Able to apply knowledge of coverage forms in the analysis of program design, identification of coverage gaps, and on-going coverage consultation. 
• Ability to interpret, analyze and present models 
• Experience in program management of large, loss-sensitive, or guaranteed cost coverage lines, and/or global master programs. 
• Strong leadership skills within Servicing function including, delegation, coaching and mentoring. 
• Ability to demonstrate organizational leadership and influence with internal stakeholders and resources, i.e., Broking
• Problem solving abilities, including critical thinking and adaptability
• Negotiation skills – ability to drive conflict resolution and secure concessions without damaging relationships. 
• Ability to work independently and willingness to work a flexible schedule as required
• Identifies and applies a solution-oriented approach to obstacles and issues encountered by the team
• Advanced knowledge of Microsoft Office and proven ability to learn and utilize new technology
• Excellent verbal and written communication skills
• Project management skills including attention to detail, organizational skills, prioritization, and time management.
• Problem solving abilities, including critical thinking and adaptability
• The ability to apply judgement in your daily routine
• Relationship management and customer focus – collaborates to serve internal clients and help resolve conflicts.
• Works respectfully with team members and consults more senior members of the team when required.
• Intellectual curiosity to help develop innovative and creative ideas
• Demonstrates a positive attitude, copes with change and new challenges relating to own work tasks, shows tolerance for uncertainty/ambiguity and escalates to manager when clarity is needed.
• Willingness to develop advanced industry knowledge through formal education (CPCU, ARM, CIC, CRM, CRIS)

EOE, including disability/vets

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.