Client Onboarding Specialist

The Role:

The Client Onboarding Specialist will be responsible for delivering an exceptional client experience at the outset of a new prospect or client relationship through a dedicated client onboarding team. This role will ensure that the client has an efficient and streamlined onboarding process while building a relationship with WTW that utilizes the right processes, tools, and technology. Responsibilities will include managing client data and working closely with other WTW teams to ensure the client preferences are properly documented and set up in WTW systems to complete the onboarding process. The Client Onboarding Specialist will liaise with the producer, sales operations, and entire client advocacy team to streamline operations, improve efficiency, and contribute to the overall success of the company.

The Client Onboarding Specialist will handle the data collection process from the prospect phase up until handing off to the client team. This role will assist the advocacy team to gather and organize key information to be loaded into the appropriate systems for the prospecting and onboarding process. The Client Onboarding Specialist will organize meetings, meet with and the client, and coordinate with other specialist teams (e.g., certificate center, accounting center) to gather specific certificate preferences or billing allocation needs, plus handle other responsibilities related to onboarding that may arise.

Responsibilities:

• Team members will work across verticals as needed, align with IVD specialization as skillsets develop


• Manage client data such as contact information, exposures, losses, and certificate holders/guidelines during the onboarding process, ensuring it is captured accurately in the correct format and systems.


• Work with ACA & CS colleagues and other teams to ensure all data is set up correctly


• Develop and update the Onboarding Pack throughout the process


• In conjunction with CA/ACA, communicate with clients to gather and set up certificate guidelines and supplemental screens.


• Train and assist clients with key technology platforms such as RIC and Proofs Direct.


• Ensure compliance with WTW regulations, sanctions, and key data linkages like GCIDs and industry revenue coding during the On Boarding process specifically


• Participate in the RFP process as needed


• Collaborate with GSD colleagues throughout the onboarding process


• Provide regular updates to CA/ACA/CS on the status of their account setup and work to resolve any issues


• Use feedback and best practices to improve the onboarding process


• Manage the transition of work to the ongoing service team


• Serve as a process expert and problem solver for complex processes, escalations, and issues related to insurance products and services, as it pertains to Client On-Boarding

Requirement:

• Must achieve and maintain insurance broker’s P&C license and complete various continuing education activities as needed. If not licensed will allow 90 days for course completion and license acquisition.
• Targeted at least 3+ 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
• Relationship Management skills: ability to leverage internal and external relationships to bring WTW resources and assets tailored to client needs
• Business Acumen; knowledge of strategy, tactics, and solutions for the client
• 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, provides clear guidance to ensure others fulfill roles effectively
• Strong project management skills: Support end-to-end oversight of large, complex, or ambiguous projects
• Intermediate Microsoft Office skills and familiarity with other relevant online tools
• Insurance industry designations preferred but not required (CISR, CPCU, ARM, CIC, CRIS, CRM)

WTW Values & Behaviors

All colleagues are expected to adhere to and demonstrate our Company Values consistently in every internal and external experience. Our Company Values - Client Focus, Teamwork, Integrity, Respect and Excellence – are more than words. Living our values every day drives our success – they frame our approaches and ways of working and embed the behaviors that drive our performance.

Overall individual colleague performance is determined by achievement toward meeting annual goals/ objectives and demonstration of Company values through behaviors.

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 $65,000 - $85,000 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, Identify 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
• Retirement Benefits: Contributory Pension Plan and Savings Plan (401k). All Level 38 and more senior roles may also be eligible for non-qualified Deferred Compensation and Deferred Savings Plans.

At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our 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. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution.

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.

EOE, including disability/vets