Certs411 Associate

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

WTW is an equal opportunity employer.