Certs411 Associate (Affinity)

WTW


Date: 2 weeks ago
City: Taguig
Contract type: Full time
Description

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

Qualifications

The Requirements

  • High school diploma or equivalent required
  • Previous basic certificate processing experience required

WTW is an equal opportunity employer.

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