Associate Client Advocate - Real Estate, Hospitality, and Leisure

This position is a client-facing role responsible for directly supporting commercial property & casualty insurance client relationship management efforts and coordinating all service activity at the program level. The ACA is a key member of the client service team, responsible for facilitating the delivery of program level strategy and providing program consultation to clients.

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

The Role

Knowledge /Skills/ Behaviors

• Minimum of 5 years of insurance experience in a client facing role


• Property & 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


• Ability to interpret, analyze and present models


• Knowledge of commercial insurance renewal end to end process


• Strong leadership skills within servicing function, to include delegation coaching and mentoring. Demonstrate organizational leadership and influence with matrixed colleagues like broking.


• Able and willing to work a flexible work schedule as agreed


• Customer and relationship management focus


• Negation 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


• Basic 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, If already licensed must be able to show valid confirmation of current licensing status


• Insurance industry designations preferred but no required (CPCU, ARM, CIC, CRM)

Major Accountabilities

Pre-Renewal Strategy - Prepare and facilitate internal strategy meetings, including program level oversight delivery and review of current program, expiring exposures, client service agreements, menu of services required and client service plan. Partner with the producer or Client Advocate to facilitate and lead external strategy meetings. Ensure in-session documentation is kept and that meeting outcomes & next steps are finalized at conclusion.

Information Gatherings - Ensure updated exposures and coverage information is completed in a timely fashion. Provide guidance to the Client Specialist on completion of updated information and applications and coordinate responses with various client contacts, location and divisions

Need/Gap Analysis - Provide guidance as needed for review of client exposure updates and identification of recommendations for upcoming program coverages

Proposal - Design program level proposal content and coordinate inputs of information from broking and other resources. Participation in the proposal delivery meeting to lead program level discussion. Ensure documentation of proposal changes or decisions are communicated to the client as applicable

Binding - Ensure that the order to bind is received from the client and that the confirmation of coverage and binders are delivered. Provide guidance to the Client Specialist throughout the binding process, including program subjectivities as applicable. Oversight of final review with client manager as applicable

Invoicing - Develop the allocation methodology and coordinate billing allocations as needed. Monito the timely and accurate completion of the billing process and provide support for escalations of client-level accounting issues (including discrepancies and fee arrangements)

Ongoing Services

• Management and oversight of timely and accurate completion of endorsement and audit requests.


• Responsibility to review finalize and deliver retro adjustments


• Respond to midterm client inquiries (ie: policy and coverage questions in partnership with other service and broking colleagues)


• Provide oversight and guidance and/or complete contract review


• Oversight and guidance on the open items with clients. Provide leadership and support for ongoing client projects and subsequent reporting and analysis (ie: Client advocacy/stewardship report and modification factor review)


• Coordinate and facilitate meetings seminars and other engagement-type activities for clients


• Coordinate and lead the onboarding of new clients

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 insurance broker’s P&C 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