What are the responsibilities and job description for the Client Advocate position at WTW?
Description
Role Summary
The Client Advocate runs the day-to-day management of assigned accounts within the production team's commercial P&C book, serving as the primary point of contact for clients on renewals, mid-term changes, and ongoing service needs. The role exists to ensure that every client experiences responsive, accurate, and proactive service throughout the policy year, while supporting Senior Client Advocates on strategy and execution for larger or more complex accounts.
The Client Advocate sits between the strategic relationship layer and the production team, translating client needs into clear instructions for service and operations, and translating market activity and policy realities back to the client.
Core Responsibilities
Client Service & Relationship Management
Qualifications
WTW provides a competitive benefit package which includes the following (eligibility requirements apply):
EOE, including disability/vets
Role Summary
The Client Advocate runs the day-to-day management of assigned accounts within the production team's commercial P&C book, serving as the primary point of contact for clients on renewals, mid-term changes, and ongoing service needs. The role exists to ensure that every client experiences responsive, accurate, and proactive service throughout the policy year, while supporting Senior Client Advocates on strategy and execution for larger or more complex accounts.
The Client Advocate sits between the strategic relationship layer and the production team, translating client needs into clear instructions for service and operations, and translating market activity and policy realities back to the client.
Core Responsibilities
Client Service & Relationship Management
- Serve as the day-to-day client contact for assigned accounts; respond to coverage questions, certificate requests, claims inquiries, and mid-term change requests.
- Conduct mid-year check-ins, pre-renewal strategy meetings, and post-renewal debriefs.
- Anticipate client needs across the policy year and proactively raise issues, exposures, and opportunities.
- Lead the renewal process for assigned accounts: gather exposure data, prepare submissions, develop renewal strategy, and coordinate market activity with the broking team.
- Present renewal options, coverage comparisons, and recommendations to clients with clarity and confidence.
- Partner with Senior Client Advocates on larger or more complex accounts to support strategy development and finalist presentations.
- Maintain working knowledge of each assigned client's program structure, exposures, claim history, and key coverage terms.
- Review policy documents, binders, and endorsements for accuracy against negotiated terms; flag issues for correction.
- Identify coverage gaps, overlaps, and opportunities for program improvement; recommend solutions to the client.
- Partner with the production team on submissions, binders, certificates, endorsements, and policy delivery to ensure timely and accurate execution.
- Coordinate with claims, risk control, analytics, and specialty resources to deliver integrated service to the client.
- Communicate clearly and promptly with Senior Client Advocates on account status, client concerns, and escalations.
- Maintain accurate account records in the agency management system, including exposures, contacts, policy data, and service activity.
- Ensure client files, stewardship materials, and renewal documentation meet team standards.
Qualifications
- 5 to 8 years of commercial P&C broking or account management experience.
- Demonstrated success managing renewals and day-to-day service for middle-market or upper-middle-market accounts.
- Solid working knowledge of P&C coverages (property, general liability, auto, workers' compensation, umbrella, executive lines).
- Comfort with agency management systems and standard broking workflows.
- Strong written and verbal communication; able to present coverage and renewal strategy clearly to clients.
- Active P&C license required; CISR, CIC, ARM, or CPCU a plus.
- B.A. or B.S. preferred.
WTW provides a competitive benefit package which includes the following (eligibility requirements apply):
- Health and Welfare Benefits: Mental health/emotional wellbeing (including Employee Assistance Program), medical (including prescription drug coverage and fertility benefits), dental, vision, Health Savings Account, Commuter Accounts, Health Care and Dependent Care Flexible Spending Accounts, company-paid life insurance, supplemental life insurance, AD&D, group accident, group critical illness, group legal, identify theft protection, wellbeing program, adoption assistance, surrogacy assistance, auto/home insurance, pet insurance and other work/life resources
- Leave Benefits: Paid holidays, annual paid time off (includes state/local paid leave where required), company-paid disability (short-term and long-term disability), other leaves (e.g., bereavement, FMLA, ADA, jury duty, military leave, and Parental and Adoption Leave), Paid Time Off (only included for Washington roles)
- Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.
EOE, including disability/vets