By joining our business, you will become a key member of a growing Facultative Reinsurance Client Servicing team in Ipswich, working alongside sales and broking colleagues in London, our global network offices, our direct clients and our operational team in Mumbai. There will be the opportunity for remote home working, alongside the more traditional office-based role.We place bespoke facultative reinsurance solutions for our diverse client base, ranging from large and small overseas insurance companies, local insurers and Lloyd's Syndicates.We are an integral part of the end-to-end client servicing function, beginning with the discussions with our clients to establish their reinsurance requirements alongside our brokers, through to the completion of the reinsurance product. This can take the form of face-to-face meetings or conference calls with the client, as well as the reinsurance market, to tailor a structured reinsurance programme to meet our clients' needs. We work closely with the London market brokers during the process to assist them with the co-ordination of the placement, keeping the client up to date on progress.We are an agile working team and utilise the skills and proximity of the London market as required, to fulfil the clients' requirements.The RoleThe role encompasses regular client and underwriter contact, either in person (whether in our office or at their location), or via all other available communication methods.Principal Accountability
Conduct Risk: To put the interests of clients and the integrity of the market at the heart of the way you do business.
Principal Duties/ResponsibilitiesClient Relationship Management:
Work alongside Brokers and Client Relationship Managers to understand the client's business and their risk management needs, to look for solutions to deliver those needs
Provide excellent ongoing service throughout the life cycle of a clients' policy.
Understand and apply the business unit policies and procedures.
Provide technical, industry and subject matter expertise where required.
Draw upon expertise within specialist technical teams within the Business Unit (BU) and across the Group for the benefit of the client as required.
Liaise with clients and build strong relationships.
Work alongside (and provide direction as appropriate) the Mumbai Placing & Billing Team (P&B), by logging requests on Service Hub so they can prepare MRC's (Market Reform Contracts), Invoices and Evidence of Covers (EOCs)
Produce renewal documentation with guidance from brokers and support from the Mumbai Placing & Billing Team.
Coordinate with Mumbai Placing & Billing Team on queries, errors, revisions etc.
Issue accurate documentation to the client in a timely manner.
Respond quickly and accurately to new business requests.
Maintain the placement file on the Electronic Filing System/Document Management System (DMS)
Conduct Know Your Customer checks (KYC) and refreshers as and when required
Perform Sanctions Checks on SMART tool through coordination with Lead Broker on resolution of issues and queries
Perform Third Party Approval process by populating the Third-Party Scorecard through coordination with Lead Broker on resolution of issues and queries
Check Market Security for TOBA (Terms of Business Agreement) status of markets being proposed and advise to Lead Broker
Check Market Security for the status of carriers being used (including the use of any non-approved market letters, fact sheets as required), and ensure these are provided to the client at Indication / Quote stage as necessary.
Prepare CEM (Client Excellence Model) Quote-to-Client (QTC) and Confirmation of Cover (CoC) where requested.
Check organisations are setup (Client, Insured, Reinsured, Reinsurers, Third Party etc.) on Eclipse and initiate actions accordingly if not
Be the first point of contact for all internal queries (including Accounting & Settlement (A&S aiming to resolve all internal queries independently
Placement Management:
Check policies/contracts/endorsements, market presentations and client documentation as appropriate before issuing to the client or underwriter.
Provide accurate mid-term adjustment documentation to the client as and when required throughout the policy period.
Operational and Service Delivery:
Deliver ongoing high level end-to-end client service, ensuring adherence to Willis Towers Watson Group policies, procedures and all regulatory requirements for client activity.
Respond to clients in a timely manner to ensure optimum client retention rates.
Communicate effectively with clients, associates, markets and others where appropriate to maximise service delivery levels.
Manage Key Performance Indicators (KPI's)/Service Level Agreements (SLA's) to ensure targets are met.
Support the implementation of any new processes/procedures that are put in place.
Ensure adherence to Group policies, procedures and all regulatory requirements.
Other:
Support the overall operational governance and decision-making process.
Support management and Willis Towers Watson in the management of risks applicable to the Business Unit.
Any other duties commensurate with position or level of responsibility.
Requirements
Preferably educated to GCSE level 5 or 6 in both English and Maths or equivalent, or industry knowledge/experience.
Preferably looking to study towards Diploma CII (DipCII) or ACII.
Proven track record of delivering high levels of client service.
Skilled at building effective relationships, at all levels, with clients, prospects, associates, and (re)insurers.
Ability to represent the practice and Willis Towers Watson with integrity and credibility
Good communication skills.Experience of working with and adhering to processes and systems to support client service
