Associate Client Advocate

WTW•Nashville, TN

4d•$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, while also handling internal delivery activities. The role supports client relationships, strategy development, and execution at the insurance-program level. 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 point of contact for service, escalation, and placement needs related to clients’ insurance and risk management programs. The ACA develops an understanding of clients’ businesses and industries and supports profitability and new-business efforts. The primary focus is delivering an exceptional client experience through direct client engagement and business retention. The ACA works with sales and broking teams to understand marketplace changes; helps design and deliver client presentations and proposals; supports defensive RFP responses; and attends oral presentations when required. The role also coordinates service delivery, renewal strategies, policy requirements, invoicing, and other account activities, while mentoring and collaborating with a Client Specialist. ACAs may have opportunities to mentor other ACAs, partner with colleagues within their IVD, or serve as an ACA Leader. This position requires targeted experience in commercial Property and Casualty insurance or demonstrated capability to perform the responsibilities. An active insurance broker’s P&C license must be achieved and maintained, along with applicable continuing education. The position offers a base salary range of $90,000–$120,000 per year and eligibility for an annual short-term incentive bonus. WTW describes its work style as predominantly hybrid, with arrangements depending 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 capability to complete the role responsibilities.
Ability to apply knowledge of coverage forms 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 WTW resources and assets to client needs.
Negotiation skills, including resolving conflicts and securing concessions without damaging relationships.
Business acumen and 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 daily work assignments, mentor, and collaborate with a Client Specialist.
Receptiveness to feedback, critical thinking, problem-solving skills, and adaptability.
Strong project-management skills, including supporting end-to-end 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 Property and Casualty license and complete continuing education activities as needed.
Basic negotiation, account-management, and project-management skills with demonstrated experience; strong presentation and organizational skills; adaptability; and 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 WTW internal resources to deliver an exceptional client experience.
Provide or support strategic planning and consulting advice, and monitor 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 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 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, client advocacy reports, client service plans, and schedules.
Coordinate renewals, 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 requirements for policies 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, to address 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 work assignments and collaborate with and mentor a Client Specialist.
Support the Client Advocate in driving change, taking control of client deliverables and team projects, leading key delivery areas, collaborating with internal and external stakeholders, and guiding others in their roles.
Support end-to-end oversight of large, complex, ambiguous, or multidimensional projects.

Benefits

Competitive benefit package, subject to eligibility requirements.
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 coverage.
Group Legal coverage and Identity Theft Protection.
Wellbeing Program and Work/Life Resources, including an Employee Assistance Program.
Paid holidays and annual paid time off, including paid state/local leave where required.
Short-Term Disability and Long-Term Disability.
Other leave, including bereavement, FMLA, ADA, jury duty, military, parental, and adoption leave.
Contributory Pension Plan and 401(k) Savings Plan.
Annual short-term incentive bonus eligibility.
Flexible working and location-based arrangements may be requested.