Associate Client Advocate

2 months ago

Phoenix, Arizona, United States WTW Full time

Job Summary

The Associate Client Advocate (ACA) is a key role within our organization, responsible for delivering exceptional client experiences and driving business growth. As an ACA, you will be the primary point of contact for clients, providing strategic planning and consulting advice to help them achieve their insurance and risk management goals.

Key Responsibilities

  • Retain and grow existing client relationships, developing and strengthening partnerships with key decision-makers.
  • Identify and integrate delivery of all WTW internal resources to deliver an exceptional client experience.
  • Provide direct or supporting strategic planning and consulting advice to clients, monitoring their insurance and risk management needs in collaboration with WTW resources, practice, and industry groups.
  • Recommend appropriate solutions throughout the policy term, including acquisition due diligence.
  • Maximize the profitability of client accounts and drive retention of that business.
  • Collaborate with client teams during internal and external strategy meetings.
  • Engage with sales and broking to understand marketplace changes.
  • Support the fee/compensation agreement and overall client invoicing processes.
  • Support defensive RFP responses.
  • Aid in the design and delivery of full client presentations/proposals, client advocacy reports, client service plans, and schedules.
  • Coordinate the renewal process to establish and implement client-specific renewal strategies, collaborating with WTW resources and industry groups to develop and deliver renewals to clients.
  • Ensure all policy requirements (legal, regulatory, and compliance) are met.
  • Client-level coordination and management of all service delivery (GSD).
  • Engage Service Liaisons (Subject Matter Expert or Client Operations Specialist) on escalations.
  • Gather and receive all client information, working in collaboration with the Client Specialist.
  • 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.

Requirements

  • 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.

What We Offer

As an ACA, you will have the potential to serve as a mentor to other ACAs, a partner/team member for others within your Industry Vertical Division, or an ACA Leader. We offer a dynamic and supportive work environment, with opportunities for growth and development.

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