The Role
The Associate Client Advocacy (ACA) team leader will manage a group of 6-12 ACAs depending on size of region/specialty and will be responsible for various business operations to support client retention and growth.
The team leader role within their region and specialties will utilize data and strategic initiatives to maximize ACA adoption and optimize client services. They will identify and address process bottlenecks, resolve individual issues, and coordinate with both Client Advocacy, including Producers and Broking, and Global Service Delivery teams to ensure seamless, high-quality client experience.
This role also includes working closely with various teams across NA CRB to identify and manage training needs, Key Performance Indicators (KPIs) such as Adoption, Month End financial metrics RFIs, Quality, Regulatory Compliance, and other Operational Aspects to drive exceptional client service.
The Responsibilities
Work closely with Client Advocates, Associate Client Advocates and other teams to close Aged Receivables from clients and support BDR efforts
Responsible for performance management of ACA, including escalating performance issues
Process expert for escalations, questions and issues from ACAs; providing support to assigned CS and ACA groups with critical escalations or activities
Assist and monitor Surplus Lines activities, ensuring ACAs respond and close out the activities timely to avoid late fees, fines and penalties
Enforce EPIC information integrity
Host re-occurring calls with ACAs: renewal status calls, team calls, one-on-ones
Monitor team capacity to ensure balance of workloads
Support colleague attrition and retention 5% or less
Engage the team as a WTW Process SME
Coach colleagues to improve their skills and knowledge through deskside support
Quality and Excellence reviews to ensure compliance and legal objectives are met, monitor adoption, and ensure that work is handled correctly between ACA and CS roles
Engage with ACA and CS on highly transactional, complex, or profitable accounts and at-risk clients when needed
Promote adoption and improvement of timely invoicing and month-end activities such as Renewals and Outstanding Billings (ROB) and Accounts Receivables (AR).
Work with team of ACAs to maintain timely ROB status and updates in real time
This role can be based out of any US location.
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The Qualifications
Targeted with a minimum of 6-8 years of commercial Property & Casualty insurance knowledge/experience in a client-facing role or demonstrated capabilities to complete role responsibilities
Knowledge of WTW systems and processes is strongly preferred
Knowledge of commercial insurance renewal end-to-end process, steps and owners
Relationship Management skills: ability to leverage internal and external relationships to bring WTW resources and assets tailored to client needs
Ability to drive conflict resolution
Business Acumen: knowledge of strategy, tactics, and solutions to get any issues resolved quickly
Excellent verbal and written communication skills; group presentation skills; ability to drive complex/technical conversations
Receptive to feedback; critical thinking and problem-solving skills; high adaptability
Supports in advocating for change. Provides encouragement, takes control of team projects, leads key work areas, collaborates with others, and provides clear guidance to ensure others fulfill roles effectively
Strong project management skills: Support 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 insurance broker’s P&C license and complete various continuing education activities as needed
Insurance industry designations preferred but not required (CISR, CPCU, ARM, CIC, CRIS, CRM)
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 being included in accordance with requirements of various state/local pay transparency legislation. Please note that 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 (Producer roles only).
Compensation
The base salary compensation range being offered for this role is $100,000– $125,000 USD per year. This role is also eligible for an annual short-term incentive bonus.
Company Benefits (US locations)
WTW provides a competitive benefit package which includes the following (eligibility requirements apply):
We understand flexibility is key to supporting an inclusive and diverse workforce and so we encourage requests for all types of flexible working as well as location-based arrangements. Please speak to your recruiter to discuss more.
Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.
EOE, including disability/vets