Client Manager

WTW•San Mateo, CA

15h•$80,000 - $90,000•Hybrid

About The Position

The Client Manager combines internal partnership and delivery activities with client-facing service, applying professional skills in Commercial Property and Casualty Insurance. The role handles day-to-day service activities such as client inquiries and requests, endorsement processing, and other client deliverables as needed. It is also responsible for maintaining client relationships and retention, and ensuring profitability for a personally assigned book of business within the assigned team. The Client Manager manages and retains Select accounts based on factors such as revenue, industry, and coverage needs. The role maintains awareness of market trends and changing client needs; reviews customer contracts and exposure information to assess coverage needs; coordinates strategy meetings; manages billing and fee or compensation agreements; and ensures client deliverables and processes meet legal and compliance requirements. The position works with internal and external parties, including peers and resources in domestic and international service centers, and contributes to process improvement. The role requires at least two years of client-facing or carrier-facing Property & Casualty insurance experience, a college degree or equivalent work experience, and the ability to work a Pacific Time Zone shift schedule. The position requires a valid, current P&C Producers License and ongoing completion of required continuing education. Insurance industry designations are preferred but not required. The position is eligible for an annual short-term incentive bonus. WTW describes its work environment as predominantly hybrid, with a mix of remote, in-person, and in-office interactions depending on the needs of the team, role, and clients.

Requirements

At least 2 years of Property & Casualty insurance experience in a client-facing or carrier-facing role.
Ability to work a Pacific Time Zone shift schedule.
College degree or equivalent work experience.
Property & Casualty insurance knowledge or experience.
Strong problem-solving capability, including critical thinking, research, quantitative skills, and creativity.
Excellent verbal and written communication skills, including phone and email communication.
Analytical ability, sound decision-making skills, and conflict resolution skills.
Solid process-orientation skills.
Technology acumen to work with internal agency management systems, including Epic, ServiceHub, and Broking Platform.
Ability to work independently while appropriately engaging extended team members across Shared Service Centers and Teams.
Strong time management and organizational skills.
Working knowledge of computer software packages including Microsoft Word and Excel.
Must maintain required licensing through continuing education and provide valid confirmation of current P&C Producers License.

Nice To Haves

Exposure to Excel formulas and creating or manipulating PivotTables.
Insurance industry designations such as CPCU, ARM, CIC, or CRM; preferred but not required.

Responsibilities

Manage and retain Select accounts based on revenue, industry, coverage needs, and other factors.
Maintain knowledge of market trends and changes to anticipate or understand evolving client needs.
Review and interpret customer contracts to ensure clients have coverage required by vendors and other business partners.
Schedule internal and external strategy meetings and document and communicate meeting outcomes.
Review, finalize, and deliver current and expiring exposures.
Request and gather updated exposures and underwriting information from internal and external parties.
Obtain updated client exposure documentation and perform needs and gap analyses to ensure appropriate coverage is applied.
Manage accurate client billing in accordance with client and carrier instructions.
Design, prepare, negotiate, and deliver fee or compensation agreements to clients as needed.
Manage process delivery to meet legal and compliance requirements.
Complete client proposals and other client deliverables.
Contribute experience and expertise to ongoing process improvement activities.
Partner with peers and resources in domestic and international service centers.
Handle day-to-day client service activities, including inquiries, requests, endorsement processing, and other client deliverables.
Maintain client relationships and retention while ensuring profitability of a personally assigned book of business.

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
Accidental Death and Dismemberment coverage
Group Legal
Identity Theft Protection
Wellbeing Program
Work/Life Resources, including Employee Assistance Program
Paid holidays
Annual paid time off, including state/local paid leave where required
Short-term disability
Long-term disability
Other leaves, including bereavement, FMLA, ADA, jury duty, military, parental, and adoption leave
Qualified contributory pension plan, if eligible
401(k) plan with annual nonelective company contribution
Non-qualified retirement plans for eligible senior-level colleagues
Annual short-term incentive bonus