Associate Client Advocate

WTW•Philadelphia, PA

2d•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 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 contact for service, escalations, and placement related to clients’ insurance and risk management needs. The ACA builds a strong understanding of clients’ businesses and industries and helps maximize the profitability and retention of existing accounts while supporting new business efforts. The role focuses on delivering an exceptional client experience through direct client engagement, marketplace awareness, presentations and proposals, defensive RFP support, and oral presentations when required. Depending on experience and capability, an ACA may mentor other ACAs, partner with colleagues within an IVD, or serve as an ACA Leader. The position requires targeted experience in commercial Property and Casualty insurance and an active insurance broker’s P&C license. The role is hybrid in the context of WTW’s stated working approach, with the mix of remote and in-person work dependent on the needs of the team, role, and clients. The base salary range is $90,000–$120,000 USD per year, and the role is eligible for an annual short-term incentive bonus.

Requirements

Targeted 5+ years of commercial Property and Casualty insurance knowledge or experience in a client-facing role, or demonstrated capabilities 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 the complexity of accountability, 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 driving conflict resolution and securing concessions without damaging relationships.
Business acumen, including knowledge of strategy, tactics, and solutions for clients and/or the marketplace.
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, and receptiveness to feedback.
Strong project management skills.
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.
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.

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; monitor clients’ 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.
Collaborate with the Client Advocate to expand existing 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 renewals, establish and implement client-specific renewal strategies, and collaborate with WTW resources and industry groups to develop and deliver renewals.
Ensure client 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 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, surplus lines affidavits, client invoicing, 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 control of client deliverables and team projects, lead key delivery areas, collaborate with stakeholders, and guide others in fulfilling their roles effectively.
Support the Client Advocate in overseeing large, complex, ambiguous, or multidimensional projects from end to end.

Benefits

Competitive benefits 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 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.
Paid Time Off for Washington State only.
Contributory Pension Plan and 401(k) Savings Plan.
Annual short-term incentive bonus eligibility.