Customer Experience Liaison and Policy Development Specialist

2 days ago

Sydney, New South Wales, Australia Willis Towers Watson Full time

About Willis Towers Watson

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We are a global advisory, broking, and solutions company that helps clients around the world turn risk into a path for growth. Our professionals design and deliver solutions that make sense by layering data, expertise, and innovation in high and complex environments.

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Estimated Salary Range:$60,000 - $90,000 per year (dependent on experience)

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About the Role

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This is an exciting opportunity to join our team as a Customer Experience Liaison and Policy Development Specialist, where you will play a key role in delivering exceptional customer experiences and driving policy development initiatives. You will be responsible for working closely with internal stakeholders, including consultants and underwriters, to ensure seamless client servicing and effective policy management.

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Main Responsibilities:

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  1. ">
  2. Provide support to the client service team and sales team in managing our clients' insurance programs, ensuring the delivery of high-quality services. ">
  3. Prepare client documentation, such as renewal reports, quote slips, placing slips, education flyers, presentations, and invoice documents. ">
  4. Develop and maintain relationships with insurers, clients, and other key stakeholders (internal and external), professionally representing Willis Towers Watson. ">
  5. Liaise with insurers on renewals, termination, and installation in conjunction with GDC back-office teams and consultants. ">
  6. Provide input and feedback around improving clients' policy structures and wordings, when necessary. ">
  7. Consolidate insurer responses; review and negotiate terms (when required) with insurers in conjunction with consultants. ">
  8. Maintain comprehensive client data on WTW systems. ">
  9. Manage workflow between consultants and GDC back-office teams to ensure service levels are achieved. ">
  10. Debtor collections are managed in accordance with the terms of trade. ">
  11. 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. ">
  12. Support and work closely with the Head of Operations & Excellence to identify opportunities to simplify and improve processes. ">
  13. Act as the main support to consistently work with GDC back-office teams to ensure timely and accurate delivery of tasks on agreed processes and conduct trainings, when necessary. ">
  14. Act as the escalation point for the GDC back-office team. ">
  15. Strong project management skills to manage timelines and support consultants on renewals matters, especially on remarketing projects. ">
  16. Update GDC teams on changes to Australian regulatory issues, carriers' updates, and contact lists to ensure alignment between teams. ">
  17. Assist on ad-hoc projects and initiatives. ">
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Requirements and Qualifications

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To succeed in this role, you will need:

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  • ">
  • An innovative thinker with the ability to collaborate and work in a team. ">
  • Sound oral and written communication skills both on an individual and small group basis. ">
  • Report writing and correspondence skills. ">
  • The ability to prioritize work, manage deadlines, and work under pressure. ">
  • A team player with the ability to demonstrate credibility and gain trust. ">
  • Proficient in all MS Office products. ">
  • A quick learner with the drive to take on additional duties when required. ">
  • The ability to work autonomously with minimal guidance. ">
  • A focus on excellence and the ability to produce accurate work. ">
  • A background in life insurance is preferred. ">
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Benefits

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We offer a competitive benefits package, which includes:

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  • ">
  • Annual bonus. ">
  • Company-paid salary continuance insurance. ">
  • Life and TPD insurance. ">
  • Hybrid working. ">
  • Networks (Gender, Wellbeing, Pride). ">
  • Career Growth – internal opportunities and development programs. ">
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About Our Culture

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We believe that a culture of inclusion and diversity is critical to our business. We are an equal-opportunity employer who is committed to fostering an inclusive work environment and embracing diversity, including gender, nationality, disability, age, marital/parental status, ethnicity, gender identity, and sexual orientation. We welcome applications from people from all backgrounds.

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In the spirit of reconciliation, we acknowledge the Traditional Custodians of country throughout Australia and their connections to land, sea, and community. We pay our respect to their Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

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We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.

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