Willis Towers Watson

Client Manager

Posted on May 7 Brookfield, WI 246 views

The Client Manager works with and supports account leaders to manage overall client service delivery and administration throughout the insurance issuance and renewal life cycle. This position is a client facing role utilizing professional skills in Commercial Property and Casualty insurance to maintain and enhance large and complex client relationships while also insuring client profitability.

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

The Role

Pre-Renewal Strategy

• Schedule and facilitate documentation of internal strategy meetings, including outcomes and next steps.

• Review and management of expiration list.

• Summarization of current program and expiring exposures.

• Facilitate completion of external strategy presentation and documentation of meeting.

Information Gathering

• Request and compile updated exposures and coverage information in a timely fashion. Coordinate responses with various client contacts, locations and divisions.

Loss History & Analysis

• Oversight of Loss Run, Loss Summary and Experience Modification processes

Needs/Gap Analysis

• Review client exposure updates and identify recommendations for upcoming program coverages.


• Prepare Program-level proposal and coordinate information from all resources.


• Obtain Order to Bind from the client, and deliver confirmation of coverage and binders.

• Complete Final Review of Program-level placement, as applicable.


• Coordinate billing allocations based on client/carrier instructions, as needed.

• Oversee the client billing process, including timely and accurate delivery of invoices. Resolve escalations of client-level accounting issues (including discrepancies and fee arrangements).

Certificates of Insurance

• Manage the Certificate renewal process with clients to determine Certificate requirements.

• Provide necessary system documentation in order for renewal to be completed and coordinate with Certificate Center to insure timely and accurate issuance.

Ongoing Services

• Ensure policy checking is completed, carrier revisions are made as needed and delivered to client on a timely basis.

• Ensure timely and accurate completion of endorsement and audit requests.

• Respond to mid-term client inquiries (i.e., policy and coverage questions) in partnership with other Service and Broking colleagues.

• Complete contract reviews.

• Maintain and manage open items listings with clients and team.

• Deliver client reports, e.g. Accounts Receivable for Allocations, Open Claims, etc

The Requirements

• 3 years of commercial Property & Casualty insurance experience in a client facing role required

• Middle Market insurance knowledge/experience (guaranteed cost) strongly preferred.

• Knowledge of insurance renewal end to end process

• Ability to review and understand coverage questions and insurance specification of contracts.

• Leadership – applies judgement; directs and motivates other individuals; takes lead in small groups and promotes teamwork.

• Relationship Management and customer focus – collaborates to serve clients and help resolve conflicts

• Ability to effectively engage with carriers and clients to maintain renewal terms and existing business.

• Strong verbal and written communication skills

• Problem solving abilities, including critical thinking and adaptability.

• Project management skills, including attention to detail, organizational skills, prioritization and time management.

• Advanced Microsoft Office skills and fluency 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.

• Leadership and teamwork skills within Servicing function, to include delegation, coaching and mentoring.

• Insurance industry designations preferred but not required (CPCU, ARM, CIC, CRM)

What we can offer you

• Professional and technical growth opportunities

• Competitive salary and benefits package including generous parental leave

• Diverse and inclusive work environment that encourages new ideas and personal growth

• Short feedback loop: Immediately visible impact from your contributions

• A strong team empowered to make decisions and changes

EOE, including disability/vets

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