Associate Client Advocate (Account Manager) - Natural Resources

WTW; Calgary; Hybrid; CAD 90,000 - 130,000; Full time

Job summary

WTW seeks an Associate Client Advocate to support strategic management of commercial Property & Casualty programs. You will work with a Producer, Client Advocate, Client Specialist, and the GSD team to deliver client-focused solutions and ensure top-tier service.

This role emphasizes client retention, account growth, mentoring of Client Specialists, and collaboration across Global Natural Resources, with a focus on responsible AI usage and regulatory compliance.

Qualifications

• 4-7 years of commercial Property & Casualty insurance experience in a client-facing role.
• Strong knowledge of policy coverage, program design, and renewal processes.
• Proven client relationship management, account management, negotiation, and consulting skills.
• Experience mentoring Client Specialists and collaborating with cross-functional teams.
• Ability to interpret data-driven insights and leverage AI-enabled tools.

Responsibilities

• Retain and grow an existing book of business through client relationship management.
• Provide strategic insurance and risk management guidance, including renewal strategies.
• Collaborate with Advocates, producers, broking, and internal specialists to deliver client solutions.
• Lead business development initiatives and assist with RFP responses.
• Mentor Client Specialists and support team development.
• Coordinate client service activities with GSD and ensure timely renewals.

Skills

Client relationship

Negotiation

Consulting

Project management

Presentation skills

Mentoring

AI tools usage

Data analysis

Tools

AI-enabled tools

Job description

Role Overview

The Associate Client Advocate (ACA) is a client-facing role responsible for delivering exceptional service and supporting the strategic management of commercial Property & Casualty insurance programs. Working closely with a Producer, Client Advocate, Client Specialist, and the Global Service Delivery (GSD) team, the ACA serves as a primary contact for service, placement, and escalation matters, helping clients address their insurance and risk management needs.

Description

Role Overview

The Associate Client Advocate (ACA) is a client-facing role responsible for delivering exceptional service and supporting the strategic management of commercial Property & Casualty insurance programs. Working closely with a Producer, Client Advocate, Client Specialist, and the Global Service Delivery (GSD) team, the ACA serves as a primary contact for service, placement, and escalation matters, helping clients address their insurance and risk management needs.

Note: Employment-based non-immigrant visa sponsorship is not available for this position.

The Role

The ACA develops strong client relationships, supports retention and growth of existing business, contributes to strategic planning, and collaborates across WTW resources to deliver client-focused solutions. The role combines client engagement, operational coordination, insurance expertise, and leadership responsibilities, including mentoring Client Specialists and supporting team development. The ACA may provide mentorship to other ACAs, partner with colleagues across the Global Natural Resources vertical, and take on formal or informal leadership responsibilities as an ACA Leader.

Key Responsibilities

• Retain and grow an existing book of business through strong client relationship management.
• Provide strategic insurance and risk management guidance, including policy-term recommendations and acquisition due diligence support.
• Collaborate with Client Advocates, producers, broking, industry groups, and internal specialists to deliver client solutions.
• Support business development initiatives, existing account expansion, and defensive RFP responses.
• Participate in internal and external strategy meetings and stay informed on market trends and insurance developments.
• Maximize account profitability while driving client retention.

Client Service Delivery

• Act as the primary coordinator of client service activities in partnership with the GSD team and Client Specialist.
• Oversee the client-specific renewal process and implementation of renewal strategies.
• Ensure compliance with all legal, regulatory, and policy requirements.
• Manage escalations through Service Liaisons, Subject Matter Experts, and Client Operations Specialists.
• Coordinate audits, policy reviews, accounting issue resolution, aged receivables, bad debt management, surplus lines documentation, invoicing, certificates of insurance, and auto identification cards.
• Gather and manage client information to ensure effective service delivery.

Presentations & Communication

• Support the creation and delivery of client presentations, proposals, advocacy reports, service plans, and schedules.
• Engage in client-facing discussions and presentations to communicate insurance strategies and recommendations.
• Support compensation agreements and client invoicing processes.

Leadership & Collaboration

• Mentor and provide day-to-day guidance to Client Specialists.
• Lead key deliverables and contribute to complex projects alongside Client Advocates.
• Collaborate effectively with internal and external stakeholders to achieve client objectives.

Digital & AI Enablement

• Leverage approved AI-enabled tools and digital capabilities to improve productivity, knowledge sharing, operational efficiency, and client outcomes.
• Apply professional judgment to validate AI-generated outputs.
• Adhere to WTW Responsible AI principles, including data privacy, security, compliance, and ethical use of AI.

The Requirements

Qualifications & Competencies

• 4-7 years of commercial Property & Casualty insurance experience in a client-facing role, or equivalent demonstrated capability.
• Strong knowledge of policy coverage, program design, coverage gap analysis, and the end-to-end commercial insurance renewal process.
• Proven client relationship management, account management, negotiation, and consulting skills, with the ability to leverage internal and external resources to deliver client solutions.
• Strong business acumen and ability to understand client strategies, industry trends, and market dynamics.
• Effective project management skills, including experience supporting complex, multi-dimensional projects and leading key deliverables.
• Excellent verbal, written, and presentation skills, with the ability to communicate complex technical concepts to diverse audiences.
• Strong organizational, analytical, critical thinking, problem-solving, and decision-making abilities; adaptable to change and receptive to feedback.
• Experience mentoring, coaching, and collaborating with Client Specialists and cross-functional teams.
• Ability to interpret, analyze, and communicate analytical models and data-driven insights.
• Demonstrated proficiency in leveraging approved AI-enabled and digital tools to improve productivity, workflow efficiency, knowledge sharing, and client outcomes.
• Sound judgment in evaluating AI-generated outputs for accuracy, relevance, compliance, and business impact.
• Understanding of Responsible AI principles, including data privacy, information security, transparency, risk management, and ethical AI use.
• Commitment to continuous learning, emerging technologies, and AI adoption initiatives.
• Active insurance license required (or ability to obtain and maintain)

Artificial Intelligence (AI) tools may be used in the process to screen, assess, or select applicants for a position but all final decisions and determinations are made exclusively by authorized human personnel.

This job posting is an advertisement for an existing vacancy.

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