The Role

Must be proficient in the following activities and effectively and accurately undertake this work as requested by the Team Manager, Market Lead, or MSM:

Auto ID issuance Midterms Cert Holder Clean-Up Certificate renewal AID Renewal New account/client set up Research Issues, handle escalations and resolve basic to complex account inquires Provide support to answer questions and transfer knowledge to less experienced processors
 

Performance Objectives

Smooth communication flow between the office and the Manila team. Regular contact with Client Service Managers via chat/email to ensure the activities are duly actioned within the renewal dates. To ensure proactive management of queries and steps taken to manage/follow up and conclude them. Managing personal work quality & delivery to meet or exceed the assigned targets for performance within their Skill Group, including: Quality Productivity Turnaround Time Other Client Metrics Support the delivery of the agreed upon service to the client(s).  Provide operational/transactional support including, record keeping, transition processing, and managing other transactional-based services. For transaction-based positions, work requests are typically not received directly from the client but rather through a predefined system or on a predefined schedule. Interaction with the client may be limited to receiving data, e-mails or collecting predefined data.   Responsible for upholding the Service Level Agreements (SLAs), tracking volumes, auditing transactions, and achieving a high level of client satisfaction.  Works closely with Client Relationship Managers or Operational Managers to resolve issues and identify opportunities for increasing the value of the service to the client(s)

The Requirements

Insurance Background & knowledge on Insurance related productsPrior experience in data interpretation, analytical or complex processes (e.g. decision making to be done, work with highly variable work inputs etc.)Good working knowledge of Microsoft office is essential, particularly Word & ExcelPossesses a keen eye for detailExcellent written and verbal communication skillStrong interpersonal & team collaboration skillsPassionate about qualityAbility to work under pressureWilling to work in Night Shifts as per North American hoursWork Experience: 1-5 years (Experience in Insurance Industry preferable)Educational Qualification: Graduates & Post Graduates. (Preferred with specialized courses in Insurance Industry 

WTW is an Equal Opportunity Employer