Willis Towers Watson Client Service Advocate in Ipswich, United Kingdom

Client Service Advocate

Date Posted: October 30, 2018


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Summary of Role

As part of Willis Re’s continued growth and restructuring programme, we are seeking to recruit one person to join the Specialty Client Service Team within Reinsurance in a Client Service Advocate (CSA) Role.

This position will be based in Ipswich dealing with Associates from our London and Mumbai offices and our worldwide client base on a daily basis. Travel to London and our wider client base will be required at times.

The business unit handles proportional and non-proportional aerospace, marine & energy and non-marine specialty reinsurance contracts. We need to ensure that we continue to have the correct level of resource and experience to ensure that new and existing accounts are serviced to the highest of standards in order to maintain and continue to grow.

This role would suit someone looking for a great opportunity to grow within the role and team, full training will be provided.

The Role

  • As a Client Service Advocate you will have a lead role in coordinating with broker support and contract drafters to ensure wording provisions meet servicing requirements.

  • Responsible for ensuring premiums and pro rata treaty accounts are invoiced and settled in accordance with contract terms, liaising with Mumbai as necessary.

  • Responsible for ensuring claims and pro rata cash calls have been processed and available for settlement to the Client as soon as possible, liaising with Mumbai as necessary.

  • Prepares and presents materials for Clients and Reinsurers as respects service delivery and account management.

  • Works closely with broking team to ensure they are kept apprised of issues and developing situations are escalated as necessary.

  • Responsible for ensuring the Client is aware of, and compliant with contractual reporting and payment terms.

  • Maintains ultimate responsibility for coordinating query resolution with the Client and ensuring effective management of queries per Client instructions.

  • Acts as a point of contact to Client, Broker, Market and Management for assigned accounts.

  • Coordinates and attends technical and claim audits when necessary.

  • Coordinates and attends regular client visits/meetings to ensure Client satisfaction and to gain an understanding of Clients business and operating environment.

  • Monitoring of contract or program experience for assigned Clients, being aware of any anomalies and escalating any concerns to the Account Executive as appropriate.

  • Responsible for providing MI reports and/or spreadsheet analysis, as required by the Client and Broker.

  • Coordinates with Account Controllers to assist with any accounting issues that may arise.

  • Ensures high priority billing and cash items are actioned in accordance with Client expectations.

  • Is aware of unpaid items and status of collection efforts for regular update and discussion with Clients.

  • Ensures problem collections are escalated to management’s attention and Client expectations are properly managed.

  • Adheres to standard internal processes, policies and procedures, and other external regulatory requirements.

  • Develop and agree with Manager annual plan of engagement with assigned Clients.

  • Forge and maintain close working relationships with agreed Clients.

  • Forge and maintain close working relationships with Markets including face to face broking where appropriate

  • Improve the overall customer relationship, delivering reliable administrative support and Client service.

  • Establish what services the Client values, providing clear, accurate, timely and relevant information.

  • Produce timely file notes after any Client meetings, summarising any additional actions required, including follow-up calls.

  • Compliance with legal requirements, industry regulations, organisational policies and Willis Re best practice and professional codes.

  • Work closely with the Account Executive and provide support whenever necessary.

  • Ensure close liaison with all internal divisions within and Willis and Willis overseas offices where applicable which are involved in the servicing of our Client’s business.

  • Undertake travel as required to Clients, Reinsurers and/or other Willis offices.

The Requirements

  • Educated to A level standard or relevant industry experience as a minimum according to the role

  • Intermediate IT skills (Microsoft Office)

  • Good Communication Skills (Written and Verbal)

  • Attention to Detail

  • Ability to Organise and Prioritise

  • Ability to work in a team and autonomously; and general willingness to learn and grow

  • Ability to build strong working relationships with Clients

  • Able to work independently and as part of a wider team

  • Able to prioritise and work under pressure

  • Good Time Management skills

  • Strong Negotiation skills coupled with the ability to be flexible and innovative

  • Technical knowledge of Reinsurance policies pertinent to your business unit

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 believes that effectively managing a diverse workforce is vital to our business strategy. We have an obligation to our organization, ourselves and our clients to hire and develop the best people we can find. We will continually review our policies and practices to ensure that all areas of the employment process (including recruiting, hiring, work assignments, compensation, benefits, promotions, transfers, company-sponsored development programs and overall workplace experience) are free from discriminatory practices. We are committed to equal employment opportunities at Willis Towers Watson.

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.


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  • Location:Ipswich, England, GB

  • Date Posted:October 30, 2018