Surety Client Service Lead

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.

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
• Demonstrate ability to effectively communicate with internal and external clients/peers/sureties
• Support other Surety staff as needed
• 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
• Attend client meetings as required

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

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.