Surety Client Service Lead

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 and 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 :

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 :

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a "hybrid" style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and "hybrid" is not a one-size-fits-all solution. We understand flexibility is key to supporting an inclusive and diverse workforce and so we encourage requests for all types of flexible working as well as location-based arrangements. Please speak to your recruiter to discuss more.

EOE, including disability / vets