**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 + Work Experience: 1-5 years (Experience in Insurance Industry preferable) + Educational Qualification: Graduates & Post Graduates. (Preferred with specialized courses in Insurance Industry **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 products + Prior 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 & Excel + Possesses a keen eye for detail + Excellent written and verbal communication skill + Strong interpersonal & team collaboration skills + Passionate about quality + Ability to work under pressure + Willing to work in Night Shifts as per North American hours 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). **WTW is an Equal Employment Opportunity**