Surety Client Service Lead

WTW•Hartford, CT

11d

About The Position

The Client Service Lead is responsible for managing Client Service Specialists and delivering exceptional client service. This role requires a proactive, detail-oriented professional who can lead by example, drive operational excellence, and foster a culture of accountability and innovation. Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

Requirements

Demonstrate ability to effectively communicate with internal and external clients/peers/sureties.

Responsibilities

Lead and supervise team members, promoting performance, teamwork, and knowledge sharing.
Conduct monthly team meetings focused on development and feedback.
Communicate corporate directives and ensure adoption of processes and procedures.
Ensure professional handling of client programs including placement, capacity, rates, indemnity, and marketing.
Recruit, interview, hire, train, and mentor new colleagues.
Oversee seamless account onboarding.
Engage internal resources & assist in resolution of client issues while focusing on areas of opportunity.
Maintain a client retention rate of 95% or higher.
Meet all client deadlines and respond to inquiries within SLA (e.g., acknowledgment within 24 hours).
Seamlessly transition new and reassigned accounts using standardized templates and trackers.
Demonstrate urgency and initiative in resolving client issues and supporting Client Service Specialists.
Drive adoption of centralized processes and technology tools.
Ensure compliance with WTW procedures to eliminate errors and omissions.
Maintain data integrity in client and WTW records.
Demonstrate ability to effectively communicate with internal and external clients/peers/sureties.
Support other Surety staff as needed.
Attend client meetings as required.