Surety Quality Manager

WTW; Hartford (CT); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health and Welfare Benefits

Retirement Benefits

Paid Holidays and Leave Benefits

Job summary

WTW is seeking a dedicated professional to manage the SuretyNexus Quality team in Hartford, Connecticut. The role focuses on ensuring KPIs and SLAs are met while fostering strong relationships with clients. Key responsibilities include team management, client communication, and quality assurance on deliverables.

Ideal candidates will have excellent communication skills and a strong customer-oriented mindset. Benefits include comprehensive health plans and retirement benefits. Employment-based visa sponsorship is not offered for this position.

Qualifications

• 1-3+ years insurance industry experience related to servicing accounts is a plus.
• Strong customer service, presentation, and organizational skills are essential.
• Acquire and maintain P&C License within 90 days of employment.

Responsibilities

• Oversee the SuretyNexus Quality team to ensure KPIs are met.
• Communicate effectively with clients and team members.
• Assist in on-boarding and training team members.

Skills

Attention to detail

Verbal communication

Written communication

Customer service skills

Organizational skills

Education

Insurance industry experience

P&C License

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Microsoft PowerPoint

Epic

Tinubu

Job description

Duties

In this role, you will be responsible for the oversight of the SuretyNexus Quality team. This includes day‑to‑day servicing of Surety clients, and management of team’s servicing of Surety clients to ensure KPIs and SLAs are being met. This will involve building relationships and working closely with client‑decision makers, quality assurance on all deliverables on our client’s behalf in accordance with our SOPs and completing various administrative tasks, including monthly analysis & reporting. Duties include but are not limited to:

• Manage and prioritize team’s workflow, ensuring all SLAs are met
• Communicate effectively with clients, client managers and other team members
• Create a positive, productive, and competitive team atmosphere
• Quality Assurance of all Surety bonds as well as perform associated activities based on the specific instructions of the Client and/or Client Manager as communicated and handling of all subsequent transactions
• Ability to understand and interpret the information presented in a bond request
• Assist with resolution of client/carrier accounting issues
• Assist in on‑boarding and training
• Prepare written correspondence, reports and analysis as needed for management
• Participate in internal and external meetingsMaintain client confidentiality

Note

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

Qualifications

• Strong attention to detail
• Excellent verbal and written communication skills
• Ability to work independently and in a team setting
• Strong customer service, presentation, and organizational skills
• Working knowledge of Microsoft Office including Excel, Word, Outlook, and PowerPoint
• 1‑3+ years insurance industry experience related to servicing accounts is a plus
• Experience working with Surety, including in an insurance brokerage environment a plus
• Experience working with Epic and Tinubu a plus
• Acquire and maintain P&C License within 90 days of employment

Company Benefits

• 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, Identity 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.

Fair Chance

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.

EOE

EOE, including disability/vets