What are the responsibilities and job description for the Client advocate position at WTW?
The Associate Client Advocate (ACA) is responsible for supporting client relationships, strategy development, and execution at the insurance program level.
This role works in conjunction with a Producer and Client Advocate within one of our Industry Vertical Divisions (IVD) or Geographical Divisions.
- Retail & Distribution
- Financial Institutions
- Professional Services
- Healthcare and Life Sciences
- Construction
- Public Sector & Education,
- Technology, Media & Telecom
- Transportation & Logistics
- Real Estate, Hospitality, & Leisure
- Global Natural Resources
The Associate Client Advocate (ACA) owns client service activities and client engagement of those activities through daily coordination with an assigned Client Specialist in our Global Service Delivery (GSD) Team.
The ACA is the primary point of contact for providing all service, escalation, and placement to meet the client’s insurance and risk management needs.
The ACA has a strong connection to the client’s business with a fundamental understanding of its industry and aids in opportunities to maximize the profitability of existing clients by supporting new business efforts.
The primary responsibility of the Associate Client Advocate is to provide an exceptional client experience, with a primary focus on direct client engagement and retention of that business.
This includes engaging with sales and broking to understand marketplace changes, design and deliver client presentations / proposals, assist and respond to defensive RFPs, and attend oral presentations where required.
As an ACA you are expected to have :
- Basic negotiation skills and demonstrated experience
- Basic account management skills and demonstrated experience
- Basic project management skills and demonstrated experience
- Strong presentation skills
- Ability to adapt to change
- Solid organization skills
- Ability to mentor a Client Specialist colleague
As an ACA you have the potential to serve as a mentor to other ACAs, a partner / team member for others within your IVD, or an ACA Leader.
Note : Employment-based non-immigrant visa sponsorship and / or assistance is not offered for this specific job opportunity.
The Role
- Retains existing book of business, develops, and strengthens client relationships
- Identifies, engages, and integrates delivery of all WTW internal resources to deliver an exceptional client experience
- Provides direct or supporting strategic planning and consulting advice to clients; monitors insurance and risk management needs in collaboration with WTW resource, practice, and industry groups.
- Recommend appropriate solutions throughout the policy term (including acquisition due diligence)
- Maximizes the profitability of the client account & drives retention of that business
- In collaboration with the Client Advocate, actively expands existing client relationships and supports new business prospecting
- Collaborates with client teams during Internal and External Strategy Meetings
- Engages with sales and broking to understand marketplace changes
- Supports the fee / compensation agreement and overall client invoicing processes
- Supports defensive RFP responses
- Aids in the design and delivery of full client presentations / proposals, client advocacy reports, client service plans and schedules
- Coordinates the renewal process to establish and implement the client-specific renewal strategy, collaborates with WTW resources and industry groups to develop and deliver renewal to clients
- Ensures all policy requirements (legal, regulatory & compliance) are met
- Client-level coordination & management of all service delivery (GSD)
- Engage Service Liaisons (Subject Matter Expert or Client Operations Specialist) on escalations
- Responsible for coordination of all service delivery activities such as, audits, completing second pair of eyes review on policies, resolving all accounting issues, managing aged receivables and bad debt, surplus lines affidavits, issuance of client invoicing and certificates of insurance and auto identification cards.
Last updated : 2024-07-26
