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.
Renewal Strategy & Execution
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.
Coverage & Program Knowledge
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.
Cross-Functional Coordination
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.
Account Documentation & Data Integrity
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.
Company Benefits
WTW provides a competitive benefit package which includes the following (eligibility requirements apply):
Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.
EOE, including disability/vets
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