Associate Client Advocate

An ACA team leader is responsible for coordinating efforts across multiple team members to ensure a seamless client experience. This position can be a client-facing role if leadership support is needed by the ACA or the client. The role requires a deep understanding of the role and responsibilities of a WTW Associate Client Advocate. Since the ACA is a key member of the client service team, the ACA Team Leader is responsible for facilitating all required resources and tools for the ACA team to deliver service of the highest level.

The Role

• Advocating for clients
• Leading and mentoring ACA team members to find solutions for service challenges to meet client needs
• Improving client satisfaction – oversee quality control of the entire ACA team
• Implementing strategies to improve customer satisfaction and loyalty
• Managing customer feedback on ACA service
• Managing team performance and securing training where needed
• Resolving ACA Team issues and challenges with strong leadership
• Anticipating issues and preparing the team for obstacles
• Improving performance and coaching/training team members
• Helping to set career goals and talent development for ACA team members
• Setting goals for the team that align with WTW values and business goals
• Managing the ACA/CS assignments to secure successful pairings
• Leading ACA/CS team collaboration and alignment efforts

Knowledge / Skills / Behaviors

• Minimum of 5 - 7 years of insurance experience in a client-facing role
• Property and Casualty insurance knowledge required
• Able to apply knowledge of coverage forms in the analysis of program design, the identification of coverage gaps, and ongoing coverage consultation
• Knowledge of the commercial insurance renewal end-to-end process
• Strong leadership skills within servicing function, including delegation, coaching, and mentoring
• Able and willing to work a flexible work schedule as agreed
• Customer and relationship management focus
• Negotiation skills – ability to drive conflict resolution and secure concessions without damaging relationships
• Excellent verbal and written communication skills
• Problem-solving skills, including critical thinking, adaptability, and creativity
• Project management skills, including attention to detail, organization, time management, prioritization, and decision-making
• MS Office skills and familiarity with other relevant online tools
• Ability to work independently
• Must successfully complete appropriate licensing exam(s) and/or maintain required licensing by completing various Continuing Education activities as needed

Overseeing the Quality Control of the Teams Deliverables During the Following:

• Pre-Renewal Strategy
• Information Gatherings
• Need/Gap Analysis
• Proposal
• Binding
• Invoicing
• Implementation of directed operating procedures

Ongoing Services

• Management and oversight of Team performance
• Responsibility to review and finalize end-of-year evaluations
• Respond to midterm reviews: challenges or career growth
• Provide oversight and guidance for colleague retention strategies
• Oversight and guidance on clients' deliverables. Provide leadership and support for ongoing client projects and service satisfaction
• Coordinate and facilitate meetings, seminars, and other engagement-type activities for ACA
• Coordinate and lead the onboarding of new ACA
• Manage and assist in Client Specialist Alignment

This position will remain posted for a minimum of three business days from the date posted or until a sufficient/appropriate candidate slate has been identified.

Compensation and Benefits

Base salary range and benefits information for this position are included in accordance with requirements of various state/local pay transparency legislation. Please note that base salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role, and potential for revenue generation.

Compensation

The base salary compensation range being offered for this role is $90,000-$110,000 USD per year.

This role is also eligible for an annual short-term incentive bonus.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• 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 paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off (Washington State only)
• Retirement Benefits: Contributory Pension Plan and Savings Plan (401k).

EOE, including disability/vets