Analyst

WTW; San Francisco (CA); Hybrid; USD 68,000 - 88,000; Full time

Benefits offered by this job

Health and Welfare Benefits

Paid Holidays/PTO

401(k) plan

Job summary

WTW in San Francisco, CA is seeking a Client Representative to provide professional administrative support to the account management team, ensuring client work is delivered accurately and efficiently.

You will handle enrollment inquiries, prepare compliance deliverables, manage enrollment processing, and support marketing requests, while learning new systems and building relationships with clients, carriers, and colleagues.

Qualifications

• 1–2 years of benefits experience required.
• Strong communication, including presentation and public speaking.
• Excellent customer service in a virtual setting.
• Proficient with Microsoft Office and able to learn new systems.

Responsibilities

• Handle day-to-day questions and enrollment inquiries with the service lead.
• Prepare and distribute compliance deliverables (e.g., 5500s, SPD wraps, annual notices, ACA).
• Manage and respond to escalated client issues with guidance from the service lead.
• Manage enrollment processing and resolve eligibility issues.
• Coordinate client technology solutions with the technology team.
• Stay current on compliance trends and timely client notices.
• Review plan documents and benefit attributes for accuracy.
• Process carrier and client contact changes in internal systems.
• Submit marketing requests following established standards.
• Assist with billing audits, data entry, SPD wraps and contract reviews.
• Prepare client communications using available templates.
• Perform general administration and data entry as directed.
• Attend client renewal meetings when needed.
• Mentor and train junior staff on daily tasks.
• Handle other duties or special projects as assigned.

Skills

Benefits experience

Communication skills

Customer service

Time management

Attention to detail

Teamwork

Independent work

Initiative

Learning attitude

Tools

Microsoft Office

Job description

Description

The Client Representative position is responsible for providing professional administrative support for the account management team to deliver great work to the client consistently and efficiently. You have strong organizational and interpersonal skills, the ability to support all day-to-day account activities, and partner with the account management team to ensure all client initiatives are precisely executed.

The Client Representative position is responsible for providing professional administrative support for the account management team to deliver great work to the client consistently and efficiently. You have strong organizational and interpersonal skills, the ability to support all day-to-day account activities, and partner with the account management team to ensure all client initiatives are precisely executed. We support one another to help each other grow to ensure we succeed together in supporting our clients. We emphasize the importance of working as a TEAM. We make a difference on a daily basis by providing exceptional service to our clients and their employees. What is most exciting about this position is the variety in the work. No client is the same, so you cannot expect the same resolution will yield the same results each time. Every day provides the opportunity to learn something new, try new things, and have fun! Our best employee in this role has the willingness to learn, attention to detail, ability to meet deadlines, and is dependable.

What You'll Be Responsible For

• Handle day-to-day questions, enrollment inquiries, etc. from clients in conjunction with the service lead.
• Prepare and distribute compliance deliverables (5500s, SPD Wraps, annual notices, ACA, etc.).
• Manage and/or respond to escalated and complex client issues with guidance from the service lead.
• Manage enrollment processing. Resolve eligibility and enrollment issues.
• Manage client technology solutions in coordination with our technology team.
• Stay current on compliance trends and ensure timely delivery of client notices.
• Review plan documents and benefit attributes for accuracy and manage them within the internal system.
• Process carrier and client contact changes by updating carriers and internal systems.
• Learn how to submit marketing requests compliant with established marketing standards.
• Perform and/or manage outsourcing of tasks such as billing audits, data entry, SPD wraps and contract reviews.
• Prepare client communications (Open enrollment materials, new hire guides, compliance documents, etc.) using available tools and templates.
• General administration and data entry as directed by the Manager, Client Services.
• May be asked occasionally to attend and participate in client renewal meetings.
• May mentor and train the next level down on daily tasks.
• Other tasks, duties, or special projects as assigned.

Qualifications

• Minimum 1-2 years of benefits experience is required.
• Solid communication skills: written, public speaking and presentation preparation.
• Excellent customer service in a virtual setting, including listening without interrupting, using a clear and audible voice, and responding calmly and professionally.
• Proficient knowledge and use of Microsoft Office and intermediate complexities of features.
• Ability to learn and adopt use of technology systems and software applications.
• Works well with others in a fast-paced environment and is responsive to co-workers and colleagues. Must also work independently, with minimal direction.
• Adaptability and flexibility to respond to client and team needs.
• Ability to ask questions, take initiative, and utilize resources and tools.
• Strong time management skills and ability to manage competing priorities and high volumes.
• Strong organizational skills and attention to detail; ability to screen details and identify potential discrepancies.
• Ability to review internal and external deliverables to ensure accuracy.
• Basic project management skills and systems knowledge.
• Ability to forge relationships and build trust with clients, carriers, and colleagues.
• Vast sense of curiosity and willingness to learn industry knowledge and trends.
• Benefits experience at a brokerage is a plus.
• Resident Department of Insurance Life License (required or completed within 3*6 months of start date).

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

This position will remain posted for a minimum of three business days from the date posted or until a sufficient/appropriate candidate slate has been identified.

Compensation And Benefits

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation

The base salary compensation range being offered for this role is $68,000.00 - $88,000.00 USD annually.

This role is also eligible for an annual short-term incentive bonus.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off (only included for Washington roles)
• Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.

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.

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.

EOE, including disability/vets