Willis Towers Watson

Client Manager

Posted on Jun 22 Boston, MA 427 views

The Client Manager is responsible for a blend of internal delivery activities and client facing functions utilizing the colleague’s strong skills working independently on Middle Market Commercial Property and Casualty Insurance or with direction on Complex accounts. Colleagues in this role will continue to perform all the duties of an Associate Client Manager at an above average level incorporating advanced responsibilities associated with the Client Manager role. Colleagues will work independently and be responsible for direct completion of client related work such as: creation of allocations, independent,


contract reviews followed by implementation of necessary actions with clients/carriers.

Colleagues in this role will support internal clients and assigned external clients with direction from senior colleagues as necessary. External Client facing responsibilities expected to be 30-50% and may include clients with complex programs.

Upon development of necessary skills, colleague may serve as a mentor, Subject Matter Expert or Team Leader

This is a flexible location role offering a remote or hybrid working opportunity in listed locations.

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

Colleague will continue to perform responsibilities of the Associate Client Manager on their assigned clients.

  • Maintain accurate policy detail in Management System

  • Provide support on invoicing process including review for SOX compliance and coordination of Surplus Lines documentation

  • Initiate timely renewal process by updating/reviewing exposure gathering workbook

  • Attach information in Client Portal system

  • Participation in internal pre-renewal strategy meeting, review of management of expiration list

  • Request and compile necessary information in advance of renewal strategy meeting, coordinating responses from client

  • Incorporate information from broking into a proposal format for review by Senior team members

  • Upon receipt of binder, create confirmation of coverage or evidence of coverage to deliver with binders to client

  • Oversee the client billing process including timely and accurate delivery of invoices.

  • Resolve client level accounting issues including discrepancies

  • Manage the certificate renewal process with clients to determine requirements, coordinating with cert center to insurance timely and accurate issuance.

  • Second pair of eyes review on policy checked by policy services team

  • Request Carrier revisions as needed and deliver to client within 30 days of receipt.

  • 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 for certificate requirements with assistance as necessary.

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

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

Additional tasks to include but not be limited to:

  • Support process and data management for premium allocations as needed.

  • Other duties as identified and appropriate.

  • Targeted 3-5 years of commercial Property & Casualty experience in a client facing role or demonstrated capabilities to complete role responsibilities
  • Must maintain required licensing by completing various continuing education activities as needed.
  • Ability to review and understand coverage questions with support as needed.
  • A good understanding of insurance terminology, the responsibilities of an insurance broker and the various lines of business insurance.
  • Ability to work independently
  • Identifies and applies a solution-oriented approach to obstacles and issues encountered by the team
  • Proficient knowledge of Microsoft Office and proven ability to learn and utilize new technology
  • Strong verbal and written communication skills
  • Project management skills including attention to detail, organizational skills, prioritization, and time management.
  • Problem solving abilities, including critical thinking and adaptability
  • The ability to apply judgement in your daily routine
  • Relationship management and customer focus – collaborates to serve internal clients and help resolve conflicts.
  • Works respectfully with team members and consults more senior members of the team when required.
  • Intellectual curiosity to help develop innovative and creative ideas
  • Demonstrates a positive attitude, copes with change and new challenges relating to own work tasks, shows tolerance for uncertainty/ambiguity and escalates to manager when clarity is needed.

EOE, including disability/vets

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