Associate Client Advocate

WTW

2d•Hybrid

About The Position

The Associate Client Advocate (ACA) performs client-facing work using advanced Commercial Property and Casualty Insurance skills, alongside internal delivery activities. The role supports client relationships, strategy development, and execution of insurance programs, and owns client service activities and engagement in coordination with an assigned Client Specialist on the Global Service Delivery (GSD) Team. The ACA serves as the primary point of contact for service, escalations, and placement related to clients’ insurance and risk management needs. The position focuses on delivering an exceptional client experience and retaining existing business. The ACA works with sales and broking teams to understand marketplace changes, supports new business efforts, develops and delivers client presentations and proposals, responds to defensive RFPs, and attends oral presentations when required. The role may also involve mentoring Client Specialists, other ACAs, or serving as a partner or team member within an IVD or as an ACA Leader. The ACA coordinates service delivery, renewals, and client-specific strategy; collaborates with WTW resources, practice and industry groups; and helps ensure policy, legal, regulatory, and compliance requirements are met. Compensation is a base salary of $90,000–$120,000 USD per year, with eligibility for an annual short-term incentive bonus. WTW describes its working style as primarily hybrid, with a mix of remote, in-person, and in-office interactions based on the needs of the team, role, and clients.

Requirements

At least 5 years of commercial Property and Casualty insurance knowledge or experience in a client-facing role, or demonstrated capability to perform the role responsibilities.
Ability to apply knowledge of coverage forms to analyze program design, identify coverage gaps, and provide ongoing coverage consultation.
Ability to understand, interpret, analyze, and/or present analytical models depending on the complexity of accountability.
Relationship management skills, including leveraging internal and external relationships to tailor WTW resources and assets to client needs.
Negotiation skills, including conflict resolution and securing concessions without damaging relationships.
Business acumen, including knowledge of client or marketplace strategy, tactics, and solutions.
Knowledge of the end-to-end commercial insurance renewal process, including steps and owners.
Excellent verbal and written communication skills, group presentation skills, and ability to lead complex or technical conversations.
Critical thinking and problem-solving skills, adaptability, receptiveness to feedback, and strong organization skills.
Strong project management skills and ability to support oversight of complex projects.
Proficient Microsoft Office skills and familiarity with other relevant online tools.
Must achieve and maintain an active Property and Casualty insurance broker’s license and complete continuing education as needed.
Basic negotiation, account management, and project management skills, with demonstrated experience.
Strong presentation skills and ability to adapt to change.
Ability to mentor a Client Specialist colleague.

Nice To Haves

Insurance industry designations such as CPCU, ARM, CIC, CRIS, or CRM are preferred but not required.

Responsibilities

Retain the existing book of business and develop and strengthen client relationships.
Identify, engage, and integrate internal WTW resources to deliver an exceptional client experience.
Provide or support strategic planning and consulting advice; monitor client insurance and risk management needs with WTW resources, practice groups, and industry groups.
Recommend appropriate solutions throughout the policy term, including acquisition due diligence.
Maximize client-account profitability and drive retention.
Work with the Client Advocate to expand existing client relationships and support new-business prospecting.
Collaborate with client teams during internal and external strategy meetings.
Engage with sales and broking teams to understand marketplace changes.
Support fee and compensation agreements and client invoicing processes.
Support defensive RFP responses.
Help design and deliver client presentations and proposals, advocacy reports, service plans, and schedules.
Coordinate the renewal process, establish and implement client-specific renewal strategies, and collaborate with WTW resources and industry groups to deliver renewals.
Ensure policy requirements, including legal, regulatory, and compliance requirements, are met.
Coordinate and manage client-level service delivery with the GSD team.
Engage Service Liaisons, including Subject Matter Experts or Client Operations Specialists, to resolve escalations.
Gather and receive client information in collaboration with the Client Specialist.
Coordinate service activities, including audits, second-pair-of-eyes policy reviews, accounting issue resolution, aged receivables and bad debt management, surplus lines affidavits, client invoices, certificates of insurance, and auto identification cards.
Manage work assignments and mentor and collaborate with a Client Specialist.
Support the Client Advocate in driving change, taking ownership of client deliverables and team projects, leading key delivery areas, coordinating stakeholders, and guiding others.
Support end-to-end oversight of large, complex, ambiguous, or multidimensional projects.

Benefits

Medical insurance, including prescription coverage
Dental insurance
Vision insurance
Health Savings Account
Commuter Account
Health Care and Dependent Care Flexible Spending Accounts
Group Accident and Group Critical Illness coverage
Life insurance and AD&D
Group Legal coverage
Identity Theft Protection
Wellbeing Program and Work/Life Resources, including Employee Assistance Program
Paid holidays
Annual paid time off, including paid state or local leave where required
Short-Term Disability and Long-Term Disability
Other leaves, including bereavement, FMLA, ADA, jury duty, military, parental, and adoption leave
Paid time off for Washington State employees
Contributory Pension Plan
401(k) Savings Plan
Annual short-term incentive bonus