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:

1. Quality

2. Productivity

3. Turnaround Time

4. 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

• Work 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