Certs411 Associate (Affinity)
WTW
Date: 12 hours ago
City: Taguig
Contract type: Full time
Description
The Role
The Requirements
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 required
- Previous basic certificate processing experience required
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