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Associate Client Advocate

2 months ago

Toronto, Canada WTW (Willis Towers Watson) Full time

The Associate Client Advocate (ACA) is responsible for a blend of internal delivery activities and client-facing functions utilizing the colleague's advanced skills in Commercial Property and Casualty Insurance. The 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 our Retail & Distribution Industry Vertical Division (IVD).

The Associate Client Advocate (ACA) owns client service activities and client engagement in 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 organizational 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
  • 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.

The Requirements

  • Targeted at least 4-6 years of commercial Property & Casualty insurance knowledge/experience in a client-facing role, or demonstrated capabilities to complete role responsibilities
  • Able to apply knowledge of coverage forms in the analysis of program design, the identification of coverage gaps, and ongoing coverage consultation
  • Depending on the complexity of accountability to understand, interpret, analyze, and/or present analytical models
  • Relationship Management skills: ability to leverage internal and external relationships to bring WTW resources and assets tailored to client needs
  • Negotiation skills - the 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 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
  • Supports Client Advocate (CA) in advocating for change. Provides encouragement, takes control of client deliverables, and team projects, leads key delivery areas, collaborates with internal/external stakeholders, and provides clear guidance to ensure others fulfill roles effectively
  • Strong project management skills: Support the CA 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 RIBO 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