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Associate Client Advocate

3 months ago

Minneapolis, United States WTW inc. Full time

The Associate Client Advocate works with and supports account leaders to manage overall client service delivery and administration throughout the insurance issuance and renewal lifecycle. This position also provides technical support for the creation of data driven analytics for the Construction team. This position is responsible for a blend of internal delivery activities and client-facing functions utilizing the colleague’s developed skills in the Core Commercial Property and Casualty Insurance and analytics space.

Colleagues in this role support internal clients and assigned external clients with direction from senior colleagues as necessary. External client-facing responsibilities expected to be 10-20% along with anoth er 10-20% focused on new business pursuits as a pursuit team member.

The Role:

  • Provide continuous, exceptional client service.

  • Maintain accurate policy detail in Management System.

  • Attach information in Client Portal systems.

  • Participate in internal pre-renewal strategy meeting, review of management of expiration list.

  • Request and compile necessary information in advance of renewal strategy meeting, coordinating responses from client.

  • Upon receipt of binder, create confirmation of coverage or evidence of coverage to deliver with binders to client.

  • Oversee the client billing process including timely and accurate delivery of invoices.

  • Resolve client level accounting issues including discrepancies and fee agreements.

  • Provide support on invoicing process including review for SOX compliance and coordination of Surplus Lines documentation.

  • Manage the certificate and auto ID renewal process with clients to determine requirements, coordinating with cert center to insurance timely and accurate issuance.

  • Provide second pair of eyes review on policy checked by policy services team.

  • Request Carrier revisions as needed and deliver to client within 30 days of receipt.

  • Ensure timely and accurate completion of endorsement and audit requests.

  • Respond to mid-term client inquiries (i.e., policy and coverage questions) in partnership with other Service and Broking colleagues.

  • Manage the quoting, binding and renewal processes for Owners and Contractors Professional policies (OCP), Railroad Protective Policies (RRP) and Builder’s Risk (BR) policies

  • Assist with maintaining and managing open items listings with clients and team.

  • Deliver client reports (e.g., Accounts Receivable for Allocations, Open Claims, etc.)

  • Complete contract reviews with assistance as necessary.

  • Compile, organize and manage client legacy loss and exposure data.

  • Data entry in support of quantitative and diagnostic modelling and predictive analytics, utilizing proprietary WTW platforms.

  • Utilize technology for analyzing data, identifying trends, modelling and forecasting.

  • Developing financial models and client reports.

  • Provide guidance to other team members regarding analytics data details and best practices.

  • Other duties as identified and appropriate.

The Requirements:

  • 1-3 years of commercial Property & Casualty experience in a client-facing role required.

  • Must successfully complete appropriate licensing exam(s) and/or maintain required licensing by completing various continuing education activities as needed.

  • Ability to review and understand coverage questions with support as needed.

  • A good understanding of insurance terminology, the general functions of an insurance broker and the various lines of business insurance.

  • Strong knowledge of Microsoft Office and proven ability to learn and utilize new technology.

  • Ability to work independently.

  • Strong verbal and written communication skills.

  • Project management skills including attention to detail, organizational skills, prioritization, and time management.

  • Problem solving abilities, including critical thinking and adaptability.

  • The ability to apply judgement in your daily routine.

  • Relationship management and customer focus; collaborates to serve internal clients and help resolve conflicts.

  • Works respectfully with team members and consults more senior members of the team when required.

  • Intellectual curiosity to help develop innovative and creative ideas.

  • Demonstrates a positive attitude, copes with change and new challenges relating to own work tasks, shows tolerance for uncertainty/ambiguity and escalates to manager when clarity is needed.

  • Advanced Microsoft Excel skills including use of advanced functions and working with pivot tables, formulas and macros.

  • Overall individual performance is determined by both what a colleague achieves and how they live our values through their behaviors.

Our values – Client Focus, Teamwork, Integrity, Respect and Excellence – are more than words. Living our values every day drives our success – they frame our approaches and ways of working and embed the behaviors that drive our performance.

The annual performance evaluation of all colleagues includes a rating based on values and behaviors.