Insurance Client Service Specialist

4 weeks ago

Melbourne, Victoria, Australia WTW Full time

As a key member of our Middle Office team at WTW, you will play a vital role in the management and growth of our Health and Benefits Practice. Your primary focus will be on identifying and meeting client risk management and insurance needs, while providing support to the Client Service team and Sales team, as well as the Global Delivery Centre (GDC) team based in Manila.

The Role

  • Support the client service team and sales team in managing our clients' insurance programs, ensuring the delivery of high-quality services.
  • Prepare client documentation, such as renewal reports, quote slips, placing slips, education flyers, presentations, and invoice documents.
  • Develop and maintain relationships with insurers, clients, and other key stakeholders, professionally representing WTW.
  • Liaise with insurers on renewals, termination, and installation in conjunction with the GDC back office team and Consultant.
  • Provide input and feedback on improving clients' policy structures and wordings, where necessary.
  • Consolidate insurer responses; review and negotiate terms (when required) with insurers in conjunction with Consultants.
  • Maintain comprehensive client data on WTW systems.
  • Manage workflow between Consultants and GDC back office team to ensure service levels are achieved.
  • Debtor collections are managed in accordance with the terms of trade.
  • Lead and coach less experienced colleagues to cultivate a thorough understanding of insurance markets and offerings, helping them to negotiate effectively with insurers and prepare strong proposals through mentorship and practical guidance.
  • Support and work closely with the Head of Operations & Excellence to identify opportunities to simplify and improve processes.
  • Act as the main support to consistently work with GDC back office team to ensure timely and accurate delivery of tasks on agreed processes and conduct trainings, where necessary.
  • Act as the escalation point for the GDC back office team.
  • Strong project management skills to manage timelines and support Consultants on renewals matters, especially on remarketing projects.
  • Update GDC teams on changes to Australian regulatory issues, carriers' updates, and contact lists to ensure alignment between the teams.
  • Assist on ad hoc projects and initiatives.

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