Willis Towers Watson Client Services Specialist – Commercial and Select in Scottsdale, Arizona

Client Services Specialist – Commercial and Select

Date Posted: May 27, 2018


Not ready to Apply? at https://willistowerswatson.avature.net/WTWTalentNetwork


Support the delivery of the agreed upon service to the client(s). Provide operational/transactional support including, record keeping, transition processing, and managing other transactional-based services. For transaction-based positions, work requests are typically not received directly from the client but rather through a predefined system or on a predefined schedule. Interaction with the client may be limited to receiving data, e-mails or collecting predefined data. Responsible for upholding the Service Level Agreements (SLAs), tracking volumes, auditing transactions, and achieving a high level of client satisfaction. Works closely with Client Relationship Managers or Operational Managers to resolve issues and identify opportunities for increasing the value of the service to the client(s).

The Role

This mid-level position is a client facing role where the incumbent will refine and apply their foundational skills in Commercial Property and Casualty Insurance. The CSS will have the ability to perform all servicing in New Business and Renewal processes and supporting the re-market process. In addition, they will be responsible for day to day service activities including client inquiries and requests, endorsement processing and other client deliverables as necessary.

Client Services Specialists are responsible for providing timely, accurate technical assistance to clients and client service teams and maintaining day-to-day servicing relationship with client decision-makers. They are responsible for a variety of critical activities including:

  • Responsible for all aspects of servicing new business, renewals, and supporting the re-marketing process to include program analysis, preparation of applications, negotiation with carrier underwriters, obtaining quotes and creating/delivering proposal documents

  • Coordinate and support all day to day service deliverables such as client inquiries and requesting policy endorsements from carriers within our own workflow, or in other Central teams as appropriate

  • Obtain Loss Runs annually and summarize loss history

  • Obtain experience modification

  • Preparation of program proposals

  • Maintain knowledge of market trends and changes

  • Collaborate and communicate with other service teams (e.g. NAC, Certificate Center, Surplus Lines, etc.) to smoothly and effectively complete joint work/process steps

  • Gather relevant information in support of prospecting activities

  • Review and analyze current and expiring exposures and identify changes

  • Request and gather updated exposures and underwriting information

  • Schedule and document internal strategy meetings

  • Facilitate external strategy meetings and document results

  • Obtain Order to Bind from client and deliver confirmation

  • Perform file review and complete required forms

  • Provide guidance to client on completion of updated application

  • Maintain account management information in appropriate systems

  • Coordinate billing allocations based on client/carrier instructions

  • Resolve client and carrier issues, including but not limited to coverage questions, billing discrepancies and collections

  • Develop and deliver Client Service Handbook with instructions for claims and certificates

  • Obtain audit revisions/dispute audit with carrier as applicable

  • Work with Carrier on change requests and endorsements, and when verified, deliver to client

The Requirements

  • 3-5 years of insurance experience in a role that is client-facing or external stakeholder-facing is required

  • 2-20 Property & Causality License required.

  • Property & Casualty insurance knowledge/experience strongly preferred

  • Customer service focus

  • Excellent verbal and written communication skills to include phone conversation and email communication

  • Demonstrated analytical ability, strong decision making skills, and conflict resolution

  • Problem solving abilities, including critical thinking, research, quantitative skills, creativity

  • Attention to detail and process orientation

  • Technology acumen to adapt to multitude of technology based systems

  • Ability to work independently, yet actively and appropriately engage the services provided by “extended team members” across the Shared Service Centers and Teams

  • Time management and organization skills

  • Advanced knowledge of computer software packages including MS Word and MS Excel

  • 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 status.

The Company

Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas – the dynamic formula that drives business performance. Together, we unlock potential. Learn more at willistowerswatson.com.

Willis Towers Watson is an equal opportunity employer

Willis Towers Watson is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

Equal Employment Opportunity: Know your rights at http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf .

Unsolicited Contact: Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer.


Not ready to Apply? at https://willistowerswatson.avature.net/WTWTalentNetwork


  • Share on Facebook

  • Share on Twitter

  • Share on Google+ Share on Pinterest

  • Share on Linkedin

  • Share by Mail


  • Location:Scottsdale, AZ, US

  • Date Posted:May 27, 2018