Client Service Representative
About the job
- Provide a high level of client service support while handling client questions and concerns regarding products and services.
- Build rapport quickly and respond compassionately by identifying and exceeding client expectations.
- Adapt the client service approach to different communication styles and personalities.
- Comply with financial regulations, company policies, and data privacy standards.
- Meet or exceed performance metrics for call quality, productivity, and client satisfaction.
- Handle sensitive customer information confidentially and with integrity.
- Maintain a high level of client service in a changing work environment.
- Educate clients on digital tools, account features, and self-service options.
- Handle inbound and outbound client calls professionally and in accordance with defined service levels and expectations.
- Resolve client issues and concerns, escalating complex cases to appropriate channels.
- Understand and comply with applicable licensing and regulatory obligations and internal policies and guidelines, and provide appropriate and accurate information.
- Maintain complete and accurate call and case notes in CRM systems.
- Work effectively in multiple internal systems to solve problems.
- Listen to, assess, and understand client needs and questions using a consultative approach.
- Provide regular, professional communication and follow-up with clients as needed.
- Assist clients over the phone empathetically.
- Communicate effectively in a client service setting, including verbally and in writing.
- Assess current-state issues quickly and formulate responses or resolutions using analytical and problem-solving skills.
- Maintain a high level of attention to detail and accuracy.
- Navigate multiple software applications while on client calls.
- Multitask and prioritize and organize work.
- Present complex issues and data clearly and with impact.
- Read, analyze, and interpret documents, detailed correspondence, procedure manuals, and applications.
- Have proven success in a client service and/or consultative sales environment.
- Have a minimum of 3 years of experience in a client service setting.
- Have working knowledge of investment and insurance products.
- Hold a bachelor's degree.
- Provide client service and support to Advisory and Insurance clients using web-based systems for tracking, information gathering, education, and troubleshooting.
- Handle client inquiries related to accounts, transactions, products, and services while ensuring compliance with regulatory requirements and internal policies.
- Provide accurate information, resolve issues efficiently, and promote a positive client experience.
- Receive direction and coaching to improve performance.
- Participate in team meetings and training.
- Demonstrate patience and kindness toward concerned callers.
About the company
Willis Towers Watson helps organizations manage risk and people programs by offering advisory, brokerage, and technology-based solutions. It operates in two segments: Risk & Broking, which identifies, quantifies, and places insurance coverage for clients from small businesses to large corporations; and Health, Wealth & Career, which provides consulting, technology, and administration services for health benefits, retirement plans, and talent management. The company differentiates itself by combining advisory services, technology platforms, and brokerage capabilities under one umbrella to deliver integrated risk management and people solutions globally. Its goal is to turn risk into a path for growth by aligning risk management with health, retirement, and talent strategies to support organizational success.
Company Size
10,001+
Company Stage
IPO
Headquarters
London, United Kingdom
Founded
1828
Get referred to WTW
See people who can refer or advise you
Simplify's Take
What believers are saying
- Q2 2026 revenue reached $2.47 billion, up 9% year over year.
- Propel targets roughly 30% adjusted operating margin by 2028, announced July 30, 2026.
- WTW signed a Sept. 30, 2026 Sapien partnership for mid-market M&A HR software.
What critics are saying
- WTW sued Lockton on Aug. 24, 2026 after 18 construction brokers defected.
- Q2 operating margin fell to 14.8%, and net income dropped 30%.
- Repeated team defections to Lockton hollow WTW’s brokerage franchise market by market.
What makes WTW unique
- WTW’s Radar platform powers Zurich’s global pricing rollout across retail lines, Sept. 21, 2026.
- Newfront added deep U.S. middle-market specialty broking and technology, Jan. 27, 2026.
- WTW combines consulting, broking, and software across 140 countries and markets.
Help us improve and share your feedback! Did you find this helpful?
Benefits
Remote Work Options
Company News
WTW has received regulatory approval from the Central Bank of the UAE and Central Bank of Bahrain to assume full ownership of Al-Futtaim Willis, its UAE-based joint venture. Al-Futtaim sold its 51% stake in the business, giving WTW complete control. The move strengthens WTW's regional presence alongside recent expansions in Saudi Arabia, where the company established insurance and reinsurance broking entities. WTW will now wholly manage operations in Dubai and Bahrain. The acquisition enables WTW to provide clients across the UAE and wider region with enhanced access to specialist expertise and global placement capabilities. The integration aligns with WTW's strategy to optimise its global portfolio and pursue scaled, high-growth broking businesses.
WTW has partnered with Sapien Software to deliver HR and deal intelligence solutions for mid-market companies navigating divestitures and M&A transactions. The collaboration integrates Sapien's human capital management software into WTW's Divestitures in a Box solution, providing HR management systems, payroll administration, international benefits administration and managed services. The partnership combines WTW's M&A consulting expertise with Sapien's technology platform to support both buyers and sellers. The solution aims to accelerate day one readiness, reduce reliance on Transition Services Agreements, and enhance corporate and employee experiences during transactions. Sapien's platform features AI-powered decision support and built-in managed services. The software is multi-lingual, multi-currency, and designed specifically for global mid-market companies undergoing divestitures.
WTW and Sapien Software partner to provide HR and deal intelligence for global mid-market divestitures and M&A. NEW YORK, Sept. 30, 2026 (GLOBE NEWSWIRE) - WTW (NASDAQ: WTW) a leading global advisory, broking and solutions company, today announced that it has entered into an agreement with Sapien Software, LLC, to provide global HR and deal intelligence software and solutions for mid-market companies involved in divestitures, mergers and acquisitions. The partnership between WTW and Sapien provides HR Management System, Human Capital Management System, payroll administration, international benefits administration and managed services as part of the WTW's Human Capital Divestitures in a Box (DIAB) solution. The DIAB solution is a one-stop, pre-packaged HR solution that's globally scalable and designed to support both buyers and sellers. It combines WTW's M&A consulting expertise in due diligence, deal planning, workforce integration and employee communication, with Sapien's market leading human capital management software solutions. Perry Papantonis, Senior Managing Director and Global M&A Leader at WTW said, "WTW's Divestitures in a Box solution enables companies to accelerate day one readiness across all HR plans, programs, and systems, reduce companies' reliance on Transition Services Agreements (TSAs), and enhance both corporate and employee experiences during transactions. Sapien's platform will help organizations to aggregate and model data to support the M&A sell-side process and buyer requests and serve as a full global Human Resources Information System HRIS following transaction close." Ryan Tweedie, Managing Partner of Sapien, said: "With people at the center of every corporate transition, our platform compliments WTW's solution to fulfill on the promise of a one-stop, pre-packaged, cost-effective solution that is globally scalable and enables both buyers and sellers to move with speed, precision and confidence." Infused with AI for easy decision support queries, and with built-in managed services that are already a part of every implementation, Sapien's technology will complement WTW's solution to help deliver a new level of speed, cost-effectiveness, and insights necessary to ensure success before, during and after divestiture or M&A activity. About WTW At WTW (NASDAQ: WTW), we provide data-driven, insight-led solutions in the areas of people, risk and capital. Leveraging the global view and local expertise of our colleagues serving 140 countries and markets, we help organizations sharpen their strategy, enhance organizational resilience, motivate their workforce and maximize performance. Working shoulder to shoulder with our clients, we uncover opportunities for sustainable success - and provide perspective that moves you. Learn more at wtwco.com. About Sapien Software, LLC Sapien is the most progressive and innovative provider of HR software and data intelligence for the global mid-market with unparalleled expertise in divestitures. Purpose-built to be a single source of truth for divestiture planning and to evolve from data ingestion to Day One stand-alone readiness, Sapien is intuitive, rapidly customizable and proven to deliver the functionality, versatility, and affordability that mid-market globals need while guiding organizations through the divestiture process with workforce insights for decision-making. Led by industry veterans and designed to be right for now and tomorrow, Sapien is multi-lingual, multi-currency, and payroll/benefits agnostic. Our proprietary Human Resources Augmentation (HRA) and built-in AI functionality accessed via Natural Language Processing offers an unparalleled layer of support and is available globally. For more information: www.sapiensoftware.com
Willis hires former Aon exec to lead D&F growth. * by Claire Wilkinson Willis, the retail broking arm of Willis Towers Watson, on Wednesday named former Aon executive Andy Chang growth leader in its global direct and facultative business, based in Miami. Mr. Chang will lead business development and work with regional teams in North America, Europe, London and Asia Pacific, according to a Willis statement. He will report to Garret Gaughan, global head of direct and facultative. Mr. Chang most recently was head of alternative distribution at Aon and previously held retail, wholesale and reinsurance roles at various companies.sss September 30, 2026
Willis launches RiskIQ Nexus to bring risk and insurance data into one place. Willis, a WTW business, has announced the launch of RiskIQ Nexus, a new risk intelligence platform designed to help organisations bring risk and insurance data together in one place. Part of WTW's RiskIQ ecosystem, Nexus enables risk managers to gain faster access to the information and insights they need to understand their programmes, prepare for renewals and make more informed risk and insurance decisions. The platform helps organisations consolidate policy, premium, loss, exposure and other risk and insurance information from multiple sources into a single, connected view. Its AI capabilities support multi-language document ingestion and enable users to query and analyse their data more intuitively, turning information into decision-ready reporting and insights. Many organisations manage critical risk and insurance information across multiple systems, spreadsheets and data sources, creating challenges around visibility, governance and decision-making. Nexus aims to address this by reducing administrative burden and supporting more efficient programme management and stakeholder reporting. Willis reports that the platform also provides a foundation for deeper, scalable risk and insurance analysis, enabling clients to quickly access information such as insurance spend, insurer participation, policy details, programme structures and upcoming renewals. Its AI-enabled querying allows organisations to explore and interrogate their data in detail and answer practical, day-to-day questions. Nexus helps clients strengthen renewal discussions, improve oversight of risk and insurance programmes, and respond more effectively to requests from finance teams, C-suite leaders and other stakeholders. It also helps users move beyond static reports to generate decision-ready insights, while Willis consultant specialists can help clients interpret and act on them. Nexus is also broker agnostic, with the ability to incorporate risk and insurance information beyond Willis placements, including non-placement data. This enables organisations to create a more complete view of their programmes and allows stakeholders to work from a single source of truth, while keeping data confidential and protected, with access limited to client-approved users. John Merkovsky, Global Head of Risk & Analytics at Willis, said, "Risk managers shouldn't have to spend hours pulling information from spreadsheets, emails and shared drives just to answer key questions about their risk and insurance portfolio. Nexus puts that information at their fingertips, helping clients quickly establish what insurance they have in place, who they buy from, what they spend and how programs are changing over time. Its AI-enabled querying and analysis will help clients move from information to insight and action more quickly, driving better risk decisions and much greater value."