Associate Client Advocate

About the role

The Associate Client Advocate (ACA) performs client-facing functions utilizing advanced skills in Commercial Property and Casualty Insurance. The ACA supports client relationships, strategy development, and execution at the insurance program level, serving as the primary point of contact for client service, escalation, and placement to meet insurance and risk management needs. The role focuses on delivering an exceptional client experience, driving client engagement and retention, and maximizing profitability of existing client accounts.

The ACA coordinates daily with an assigned Client Specialist in the Global Service Delivery (GSD) Team and collaborates with sales, broking, and internal resources to understand marketplace changes, design client presentations and proposals, respond to defensive RFPs, and attend oral presentations. The ACA also mentors Client Specialists and may serve as a mentor to other ACAs or take on leadership roles within the team.

Responsibilities

• Retain existing book of business, develop, and strengthen client relationships.
• Identify, engage, and integrate delivery of all WTW internal resources to provide an exceptional client experience.
• Provide direct or supporting strategic planning and consulting advice to clients; monitor 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.
• Maximize profitability of client accounts and drive retention of business.
• Collaborate with the Client Advocate to expand existing client relationships and support new business prospecting.
• Engage with sales and broking teams to understand marketplace changes.
• Support fee/compensation agreements and overall client invoicing processes.
• Support defensive RFP responses and aid in the design and delivery of client presentations, proposals, advocacy reports, and service plans.
• Coordinate the renewal process, establish and implement client-specific renewal strategies, and collaborate with WTW resources to deliver renewals.
• Ensure all policy requirements (legal, regulatory, and compliance) are met.
• Manage client-level coordination of all service delivery (GSD), including escalations, audits, policy reviews, accounting issues, aged receivables, surplus lines affidavits, invoicing, and certificates of insurance.
• Gather and receive client information in collaboration with the Client Specialist.
• Mentor and collaborate with a Client Specialist on daily work assignments.
• Support the Client Advocate in advocating for change, leading key delivery areas, and collaborating with internal/external stakeholders.
• Provide end-to-end oversight of large, complex, or multi-dimensional projects.

Requirements

• 5+ 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 to analyze program design, identify coverage gaps, and provide ongoing coverage consultation.
• Relationship management skills to leverage internal and external relationships and tailor WTW resources to client needs.
• Negotiation skills to drive conflict resolution and secure concessions without damaging relationships.
• Business acumen, including knowledge of strategy, tactics, and solutions for clients and the marketplace.
• Knowledge of the commercial insurance renewal end-to-end process, including steps and owners.
• Excellent verbal and written communication skills, including group presentation skills and the ability to drive complex/technical conversations.
• Strong project management skills to support end-to-end oversight of large or multi-dimensional projects.
• Daily management of work assignments, mentoring, and collaboration with a Client Specialist.
• Receptive to feedback; critical thinking, problem-solving, and high adaptability.
• 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 continuing education activities as needed.
• Insurance industry designations preferred but not required (e.g., CPCU, ARM, CIC, CRIS, CRM).

Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this role.

Pay

The base salary compensation range for this role is $90,000–$120,000 USD per year. This role is also eligible for an annual short-term incentive bonus.

Benefits

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identity Theft Protection, Wellbeing Program, and Work/Life Resources (including Employee Assistance Program).
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes paid state/local leave where required), Short-Term Disability, Long-Term Disability, and other leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, Parental and Adoption Leave). Paid Time Off (Washington State only).
• Retirement Benefits: Contributory Pension Plan and Savings Plan (401k).

Schedule

The majority of colleagues work in a "hybrid" style, with a mix of remote, in-person, and in-office interactions dependent on the needs of the team, role, and clients. Flexibility is encouraged, including requests for all types of flexible working and location-based arrangements.