Associate Client Advocate

WTW•Boston, MA

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 and handles a blend of 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 a primary point of contact for service, escalation, and placement needs related to clients’ insurance and risk management programs. The ACA provides an exceptional client experience, focusing on direct client engagement and business retention. The role works with sales and broking to understand marketplace changes, designs and delivers client presentations and proposals, supports defensive RFPs, and attends oral presentations when required. The ACA also collaborates with the Client Advocate and internal teams to strengthen existing relationships, support new business efforts, coordinate renewals and service delivery, and maintain client profitability. The position requires commercial insurance knowledge, client relationship and account management capabilities, negotiation and project management skills, strong communication and presentation skills, adaptability, organization, and the ability to mentor a Client Specialist. The ACA may also mentor other ACAs, partner with colleagues within an IVD, or serve as an ACA Leader.

Requirements

Targeted 5 or more 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 program design analysis, 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 strategy, tactics, solutions, 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.
Receptiveness to feedback, critical thinking, problem-solving skills, and high adaptability.
Strong project management skills.
Proficient Microsoft Office skills and familiarity with other relevant online tools.
Must obtain and maintain an active insurance broker’s Property & Casualty license and complete continuing education activities as needed.
Basic negotiation, account management, and project management skills with demonstrated experience; strong presentation and organization skills; ability to adapt to change and mentor a Client Specialist.

Nice To Haves

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

Responsibilities

Retain existing 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 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 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 client invoicing processes.
Support defensive RFP responses.
Assist with designing and delivering client presentations and proposals, client advocacy reports, client service plans, and schedules.
Coordinate renewals by establishing and implementing client-specific renewal strategies and collaborating 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 GSD.
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 change advocacy, client deliverables, team projects, key delivery areas, stakeholder collaboration, and guidance to colleagues.
Support the Client Advocate in end-to-end oversight of large, complex, ambiguous, or multidimensional projects.

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 AD&D.
Group Legal coverage.
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 benefits, including bereavement, FMLA, ADA, jury duty, military, parental, and adoption leave.
Contributory Pension Plan and 401(k) Savings Plan.