Associate Client Advocate

WTW•Philadelphia, PA

2d•$90,000 - $120,000•Hybrid

About The Position

The Associate Client Advocate (ACA) performs client-facing functions using advanced Commercial Property and Casualty Insurance skills, alongside internal delivery activities. The ACA supports client relationships, strategy development, and execution at the insurance program level. In coordination with an assigned Client Specialist in the Global Service Delivery (GSD) Team, the ACA owns client service activities and engagement, and serves as the primary point of contact for service, escalations, and placement addressing clients’ insurance and risk management needs. The role requires a strong understanding of the client’s business and industry and supports profitability and new business efforts. The ACA’s primary responsibility is to provide an exceptional client experience, with a focus on direct client engagement and retention. This includes coordinating with sales and broking on marketplace changes; designing and delivering presentations and proposals; supporting defensive RFPs; and attending oral presentations when required. The ACA may mentor Client Specialists and has potential to mentor other ACAs, partner with colleagues within an IVD, or serve as an ACA Leader. The role supports strategic planning and consulting, client retention and account profitability, renewal strategy and delivery, client-level service coordination, compliance with policy requirements, and coordination of operational activities. The position requires an active insurance broker’s Property & Casualty license and ongoing continuing education. Insurance industry designations are preferred but not required. The base salary range is $90,000–$120,000 per year, and the role is eligible for an annual short-term incentive bonus. WTW offers a competitive benefits package, subject to eligibility requirements. Most colleagues work in a hybrid style, with remote, in-person, and in-office interactions depending on the needs of the team, role, and clients. Flexible working and location-based arrangements may be discussed with a recruiter.

Requirements

Targeted 5+ years of commercial Property & Casualty insurance knowledge or experience in a client-facing role, or demonstrated capabilities to complete the role responsibilities.
Ability to apply coverage-form knowledge to analyze program design, identify coverage gaps, and provide ongoing coverage consultation.
Ability, depending on accountability complexity, to understand, interpret, analyze, and/or present analytical models.
Relationship management skills, including leveraging internal and external relationships to bring resources and assets tailored to client needs.
Negotiation skills, including driving 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.
Ability to manage work assignments and mentor and collaborate with a Client Specialist.
Receptiveness to feedback, critical-thinking and problem-solving skills, and adaptability.
Strong project management skills.
Proficient Microsoft Office skills and familiarity with other relevant online tools.
Must achieve and maintain an active insurance broker’s Property & Casualty license and complete continuing education activities as needed.
Demonstrated basic negotiation, account management, and project management skills and experience; strong presentation, organizational, and change-adaptation skills; ability to mentor a Client Specialist.

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 WTW internal resources to provide an exceptional client experience.
Provide or support strategic planning and consulting advice; monitor client insurance and risk management needs in collaboration 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 business retention.
Expand existing client relationships and support new business prospecting in collaboration with the Client Advocate.
Collaborate with client teams during internal and external strategy meetings.
Engage with sales and broking to understand marketplace changes.
Support fee and compensation agreements and overall client invoicing processes.
Support defensive RFP responses.
Help design and deliver client presentations and proposals, advocacy reports, service plans, and schedules.
Coordinate renewal processes, establish and implement client-specific renewal strategies, and collaborate with WTW resources and industry groups to develop and deliver renewals.
Ensure legal, regulatory, and compliance policy requirements are met.
Coordinate and manage client-level service delivery through the Global Service Delivery team.
Engage Service Liaisons, including Subject Matter Experts or Client Operations Specialists, on escalations.
Gather and receive client information in collaboration with the Client Specialist.
Coordinate service delivery activities, including audits, second-pair-of-eyes policy reviews, accounting issue resolution, aged receivables and bad debt management, surplus lines affidavits, client invoicing, certificates of insurance, and auto identification cards.
Manage daily work assignments and collaborate with and mentor a Client Specialist.
Support the Client Advocate in advocating for change, taking control of client deliverables and team projects, leading key delivery areas, collaborating with stakeholders, and guiding others to fulfill their roles.
Support the Client Advocate with 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 coverage
Group Critical Illness coverage
Life Insurance
AD&D coverage
Group Legal
Identity Theft Protection
Wellbeing Program
Work/Life Resources, including Employee Assistance Program
Paid Holidays
Annual Paid Time Off, including required state/local paid leave
Short-Term Disability
Long-Term Disability
Other leaves, including bereavement, FMLA, ADA, jury duty, military leave, and parental and adoption leave
Paid Time Off for Washington State employees
Contributory Pension Plan
401(k) Savings Plan
Annual short-term incentive bonus