Surety Client Service Lead

WTW; Knoxville (TN); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health benefits

Leave benefits

Retirement benefits

Job summary

WTW is seeking a Client Service Lead in a hybrid U.S. role to manage Client Service Specialists, drive operational excellence, and sustain high client retention. The position emphasizes leadership, process adoption, and proactive problem-solving across client programs.

The role requires P&C licensing and 5–7 years in a Surety environment, with strong communication and organizational skills. WTW offers a comprehensive benefits package and a flexible hybrid work model.

Qualifications

• P&C licensed.
• 5–7 years of relevant working experience in a Surety environment.
• Strong leadership and team management skills.
• Excellent communication and organization abilities.
• Commitment to continuous improvement and innovation.
• Experience in Epic & Tinubu preferred.

Responsibilities

• Lead and supervise team members to promote performance and knowledge sharing.
• Hold monthly development and feedback meetings.
• Communicate directives and ensure process adoption.
• Manage client programs including placement, capacity, rates, indemnity, and marketing.
• Recruit, interview, hire, train, and mentor new colleagues.
• Oversee account onboarding.
• Resolve client issues with internal resources while focusing on opportunities.
• Maintain client retention at 95%+.
• Meet client deadlines and respond within SLA.
• Transition accounts with templates and trackers.
• Drive adoption of centralized processes and technology.
• Ensure compliance with WTW procedures.
• Maintain data integrity in records.
• Communicate with internal/external clients/peers/sureties.
• Support other Surety staff as needed.
• Attend client meetings as required.

Skills

Leadership

Communication

Organization

Continuous improvement

Surety industry experience

Epic & Tinubu

Education

P&C licensed

Tools

Epic

Tinubu

Job description

Description

The Client Service Lead is responsible for managing Client Service Specialists and delivering exceptional client service. This role requires a proactive, detail-oriented professional who can lead by example, drive operational excellence, and foster a culture of accountability and innovation.

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

The Role

• Lead and supervise team members, promoting performance, teamwork, and knowledge sharing.

• Conduct monthly team meetings focused on development and feedback.

• Communicate corporate directives and ensure adoption of processes and procedures

• Ensure professional handling of client programs including placement, capacity, rates, indemnity, and marketing.

• Recruit, interview, hire, train, and mentor new colleagues

• Oversee seamless account onboarding

• Engage internal resources & assist in resolution of client issues while focusing on areas of opportunity

• Maintain a client retention rate of 95% or higher.

• Meet all client deadlines and respond to inquiries within SLA (e.g., acknowledgment within 24 hours).

• Seamlessly transition new and reassigned accounts using standardized templates and trackers.

• Demonstrate urgency and initiative in resolving client issues and supporting Client Service Specialists

• Drive adoption of centralized processes and technology tools.

• Ensure compliance with WTW procedures to eliminate errors and omissions

• Maintain data integrity in client and WTW records

• Demonstrate ability to effectively communicate with internal and external clients/peers/sureties

• Support other Surety staff as needed

• Attend client meetings as required

Qualifications

The Requirements

• P&C licensed

• Minimum - 5-7 years of relevant working experience in a Surety environment

• Strong leadership and team management skills

• Excellent communication and organization abilities

• Commitment to continuous improvement and innovation

• Experience in Epic & Tinubu preferred

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

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