Client Services Associate

2 weeks ago

Houston, Texas, United States Willis Towers Watson Full time


The Client Relationship Associate plays a vital role in nurturing client partnerships, formulating strategies, and executing initiatives at the insurance program level.

This position collaborates closely with a Producer and a Client Advocate within one of our Industry Vertical Divisions (IVD) or Geographical Divisions.


Industry Vertical 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 Client Relationship Associate is responsible for managing client service activities and ensuring client engagement through daily collaboration with an assigned Client Specialist in our Global Service Delivery (GSD) Team.

This role serves as the primary contact for delivering all service, escalation, and placement to address the client's insurance and risk management requirements.

The Associate maintains a strong connection to the client's business, possessing a fundamental understanding of its industry, and seeks opportunities to enhance the profitability of existing clients by supporting new business initiatives.

The primary focus of the Client Relationship Associate is to deliver an outstanding client experience, emphasizing direct client engagement and the retention of business.

This includes collaborating with sales and broking teams to stay informed about marketplace changes, designing and presenting client proposals, assisting with defensive RFPs, and participating in oral presentations as necessary.


Key Expectations:
- Basic negotiation skills and demonstrated experience
- Fundamental account management skills and demonstrated experience
- Basic project management skills and demonstrated experience
- Strong presentation abilities
- Adaptability to change
- Solid organizational skills
- Capability to mentor a Client Specialist colleague

As a Client Relationship Associate, you have the potential to act as a mentor to other associates, a partner/team member for others within your IVD, or an ACA Leader.


Role Responsibilities:
- Retain existing business, develop, and strengthen client relationships
- Identify, engage, and integrate delivery of all internal resources to provide an exceptional client experience

- Offer direct or supporting strategic planning and consulting advice to clients; monitor insurance and risk management needs in collaboration with internal resources, practice, and industry groups.

- Recommend suitable solutions throughout the policy term (including acquisition due diligence)
- Maximize the profitability of client accounts and drive retention of business
- Collaborate with the Client Advocate to actively expand existing client relationships and support new business prospecting
- Engage with client teams during Internal and External Strategy Meetings
- Collaborate with sales and broking to understand marketplace changes
- Support fee/compensation agreements and overall client invoicing processes
- Assist in defensive RFP responses
- Aid in the design and delivery of comprehensive client presentations/proposals, advocacy reports, service plans, and schedules
- Coordinate the renewal process to establish and implement client-specific renewal strategies, collaborating with internal resources and industry groups to develop and deliver renewals to clients
- Ensure compliance with all policy requirements (legal, regulatory & compliance)
- Manage client-level coordination & service delivery (GSD)
- Engage Service Liaisons (Subject Matter Expert or Client Operations Specialist) on escalations
- Gather and receive all client information in collaboration with the Client Specialist

Responsible for coordinating all service delivery activities such as audits, conducting second pair of eyes reviews on policies, resolving accounting issues, managing aged receivables and bad debt, issuing client invoicing and certificates of insurance, and auto identification cards.


Qualifications:
- Minimum of 4-6 years of commercial Property & Casualty insurance knowledge/experience in a client-facing role, or demonstrated capabilities to fulfill role responsibilities
- Ability to apply knowledge of coverage forms in analyzing program design, identifying coverage gaps, and providing ongoing coverage consultation
- Depending on the complexity of accountability, ability to understand, interpret, analyze, and/or present analytical models

Relationship Management Skills:
- Ability to leverage internal and external relationships to bring resources and assets tailored to client needs
- Negotiation skills – ability to drive conflict resolution and secure concessions without damaging relationships.
- Business Acumen; knowledge of strategy, tactics, and solutions for the client, and/or in the marketplace
- Knowledge of the commercial insurance renewal end-to-end process, steps, and owners
- Excellent verbal and written communication skills; group presentation skills, ability to drive complex/technical conversations
- Daily management of work assignments, mentoring, and collaboration with a Client Specialist
- Receptive to feedback; critical thinking and problem-solving skills, high adaptability
- Support the Client Advocate in advocating for change. Provide encouragement, take control of client deliverables, and team projects, lead key delivery areas, collaborate with internal/external stakeholders, and provide clear guidance to ensure others fulfill roles effectively

Strong Project Management Skills:
- Support the Client Advocate in end-to-end oversight of large, complex, ambiguous, or multi-dimensional projects
- Proficient Microsoft Office skills and familiarity with other relevant online tools
- Must achieve and maintain an active insurance broker's P&C license, and complete various continuing education activities as needed
- Insurance industry designations preferred but not required (CPCU, ARM, CIC, CRIS, CRM)
- EOE, including disability/vets

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