Associate Client Advocate

WTW•Nashville, TN

4d•Hybrid

About The Position

The Associate Client Advocate (ACA) uses advanced Commercial Property and Casualty Insurance skills in client-facing work and internal delivery activities. The role supports client relationships, strategy development, and execution of insurance programs. Working daily 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 contact for service, escalation, and placement needs. The ACA develops a strong understanding of clients’ businesses and industries, helps maximize account profitability, and supports new business efforts. The primary focus is delivering an exceptional client experience and retaining existing business through direct client engagement. The ACA works with sales, broking, and other WTW resources to understand marketplace changes, plan and deliver client presentations and proposals, respond to defensive RFPs, and attend oral presentations when required. The role coordinates renewal strategies and service delivery, supports client invoicing and fee processes, and helps ensure legal, regulatory, and compliance requirements are met. The position may also offer opportunities to mentor Client Specialists or other ACAs, partner with colleagues, or serve as an ACA Leader. The position requires targeted experience in commercial Property and Casualty insurance, an active P&C broker’s license, and the ability to manage client relationships, projects, presentations, and complex insurance discussions. The role is eligible for an annual short-term incentive bonus. WTW describes its work environment as primarily hybrid, with the mix of remote and in-person work dependent on team, role, and client needs.

Requirements

Targeted 5+ years of commercial Property and Casualty insurance knowledge or experience in a client-facing role, or demonstrated capabilities to perform the role responsibilities.
Ability to apply coverage-form knowledge to analyze program design, identify coverage gaps, and provide ongoing coverage consultation.
Ability, depending on the complexity of accountability, to understand, interpret, analyze, and/or present analytical models.
Relationship management skills and ability to leverage internal and external relationships to bring resources and assets 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, mentor, and collaborate with a Client Specialist.
Receptiveness to feedback, critical thinking, problem-solving skills, and adaptability.
Strong project management skills to support oversight of large, complex, ambiguous, or multidimensional projects.
Proficiency in Microsoft Office and familiarity with other relevant online tools.
Must achieve and maintain an active insurance broker’s P&C license and complete continuing education activities as needed.
Basic negotiation, account management, and project management skills, with demonstrated experience.
Strong presentation, organization, and change-adaptation skills.
Ability to mentor a Client Specialist colleague.

Nice To Haves

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

Responsibilities

Retain existing business and develop and strengthen client relationships.
Identify, engage, and coordinate WTW internal resources to deliver an exceptional client experience.
Provide or support strategic planning and consulting advice, monitoring 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.
Help 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 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, client advocacy reports, client service plans, and schedules.
Coordinate renewal processes, establish and implement client-specific renewal strategies, and collaborate with WTW resources and industry groups on renewal delivery.
Ensure legal, regulatory, and compliance policy requirements are met.
Coordinate and manage client-level service delivery with 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, and issuance of invoices, certificates of insurance, and auto identification cards.
Manage work assignments and mentor and collaborate with a Client Specialist.
Support the Client Advocate in advocating for change; take ownership of client deliverables and team projects, lead key delivery areas, collaborate with stakeholders, and provide guidance to colleagues.
Support the Client Advocate in overseeing large, complex, ambiguous, or multidimensional projects.
Maintain an active insurance broker’s P&C license and complete continuing education activities as needed.

Benefits

Annual short-term incentive bonus.
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 accidental death and dismemberment coverage.
Group legal benefits.
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 and 401(k) Savings Plan.