Personal Lines Client Advocate

The Personal Lines Client Advocate role functions as the back bone of our account management teams working collaboratively to meet and exceed client expectations. They interact regularly with both clients and insurance carriers to hammer out insurance programs that provide the best coverage protection at a reasonable cost. If you enjoy actively preparing for client meetings, researching and gathering industry and competitor data, coordinating important information, working on new and renewal marketing strategies and building and maintaining long term relationships this role would suit you well.

The Role

The Personal Lines Client Advocate manages the placement and service of clients for the Personal Lines Department. This role is client facing and leverages established competencies related to Personal Lines services and clients. Responsible for providing timely, professional account service to clients in order to achieve quality sales and service standards using our automated (electronic) work environment.

Major Accountabilities:

• Manage all aspects of the placement and service of Personal Lines for Willis Towers Watson Clients in an automated and electronic work environment.


• Maintain client relationships with assigned accounts and support retention ratio at or above the Personal Lines average


• Provides risk management analysis utilizing new business, renewal and claim reviews


• Make recommendations to prospects and current clients to update and enhance policy contracts


• Perform all phases of new business, renewal and remarket processing including preparation of applications, negotiation with underwriters, obtaining quotes , creating proposals, monitoring status, and follows up to delivery of policy documents to client


• Consistently prepares policy change requests, and submits requests to carriers


• Monitors status of change requests, reviews policy documents for accuracy and follows up to delivery of change documents to clients


• Maintains insurance records for accounts including hard copy files, data management, coding and calculating information into Agency management system (EPIC)


• Identifies and processes coverage enhancement and cross- sales opportunities


• Independently resolves client, carrier and/or vendor accounting issues, including coverage questions, collections, discrepancies, fee arrangements, billing controversies


• Ensure compliance with all Willis Towers Watson and regulatory procedures; such as WEM (Willis Towers Watson Excellence Model) & AOD (assurance of discontinuance)

The Requirements

• 3-5 years’ experience in the Personal Insurance/Private Client industry, preferred
• High school diploma required, bachelor’s degree preferred
• Property and Casualty license required
• Working knowledge of Personal Lines insurance products and carriers and carrier quote and policy issuance systems
• Ability to provide consultation and expert advice to management on risk management issues
• Knowledge of principles and methods involved in promoting and selling services
• Interpersonal skills, including relationship-building skills with clients and co-workers
• Ability to work independently as well as in a team setting
• Strong verbal and written communication skills
• Presentation, organization and critical thinking skills
• Industry designations such as CIC or CISR

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.

Equal Opportunity Employer/Vet/Disability