The Role

Managing personal work performance to meet or exceed the assigned target for team monthly performance averages, including:  Number of Certs411 calls answered, returned Number of Certs411 Emails  Number of Certs411 IM’s Available call hours Work Escalate / Undeliverable Queue Work EDP Queue Deliver successful resolution of client/customer needs using minimal phone re-directs Meet team average available hours to take calls Understand and apply escalation/expediting criteria related to the nature of the work request to ensure timely turn around for clients. For example, expediting the processing of any work stoppage certificates and/or if necessary process requests to ensure timely turn around for clients Maintain communication with ML’s, MSM’s and RSM on any escalations, work stoppage requests or account guidelines that require attention. Re-distribute previously issued certificates or auto id requests as requested by customers 

The Requirements

High school diploma or equivalent requiredPrevious basic certificate processing experience required

WTW is an equal opportunity employer.