Analyst

Willis Towers Watson; San Francisco (CA); Hybrid; USD 68,000 - 88,000; Full time

Benefits offered by this job

Hybrid work environment

Competitive benefits

Job summary

Willis Towers Watson in San Francisco is seeking a Client Representative to provide professional administrative support for the account management team, delivering accurate and timely client deliverables and service.

The role requires 1–2 years of benefits experience, strong communication, and proficiency with Microsoft Office. A hybrid work arrangement and comprehensive benefits are offered.

Qualifications

• 1–2 years of benefits experience required.
• Strong written and verbal communication skills.
• Excellent customer service in virtual settings.
• Proficient with Microsoft Office and related software.
• Ability to learn and adopt new technology systems.
• Works well in fast-paced environments and can work independently.
• Strong time management and ability to handle multiple priorities.
• Attention to detail and organizational skills.
• Ability to build relationships with clients, carriers, and colleagues.

Responsibilities

• Handle day-to-day client questions and enrollment inquiries with the service lead.
• Prepare and distribute compliance deliverables (e.g., 5500s, SPD Wraps, annual notices).
• Manage and respond to escalated client issues with guidance from the service lead.
• Oversee 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 in internal systems.
• Process carrier and client contact changes in systems.
• Support marketing requests following established standards.
• Perform outsourced tasks like billing audits and data entry.
• Prepare client communications using templates and tools.
• General administration and data entry as directed by the Manager.
• Occasionally attend and participate in client renewal meetings.
• Mentor and train junior staff when needed.
• Other tasks or special projects as assigned.

Skills

Communication skills

Customer service

Microsoft Office

Learning technology systems

Time management

Organizational skills

Team collaboration

Attention to detail

Tools

Microsoft Office Suite

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.

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 guidancefrom 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