Contact Centre Representative - Health and Benefits (Germany)

The Role

Key Activities

Contact Centre Activities

• Answer inbound queries relating to medical plans and support of medical claims submissions Pensions and Flexible Benefits via telephone, email, and web chat. Returning voicemails and making call backs as required. Clearly and accurately documenting your discussion and any actions due to be taken.
• Aim to answer caller queries on first contact as often as possible, utilizing the self-serve opportunities and conversation guidelines WTW provide online where appropriate 
• Handle confidential information with sensitivity and discretion in accordance with the General Data Protection Legislation and company data security requirements.
• Provide an exceptional level of customer service, adapting to different caller scenarios in accordance with WTW Best Practice and Client processes
• Positively represent WTW and our Clients by providing a friendly and professional service
• Work efficiently to achieve team and personal targets
• Collaborate with team members and organization to continuously improve caller and member experience

Data management and reporting activities

• Administrative onboarding of new clients
• Perform data validation and processing work using agreed upon tools, standards and techniques
• Support the production of benefits plan design and reporting publications
• Process, project and transaction management
• Support policy renewal activities
• Collect, validate and clean benefits enrolment and eligibility data
• Assist with enrolment processes and ensure beneficiary data is updated
• Monthly reconciliation of commissions and perform commission estimates
• Setting up client premium invoices
• Support claims management 
• Support benefit audit processes
• Support interactions between clients, WTW stakeholders and insurance vendors

The Requirements

• 1-2 years’ experience in supporting in-bound customer service, with GB International client interaction/experience preferred.
• Ability to gain a strong understanding of the administrative process as it relates to Medical Plans and Medical claims.
• Bachelor’s degree and pass given assessments
• Good organizational and multitasking skills to manager volume of interactions and prioritize task efficiently.
• Keen to provide an exceptional service, with a positive and caller focused attitude
• Very good communication, English skills (listening, spoken and written).
• Natural problem solver, able to work to a high level of accuracy.
• Able to work well under pressure and meet solo / team targets
• Keen to take ownership and assist callers with their queries
• Good time management
• Advanced proficiency in Microsoft Office (Word, Excel and PowerPoint) with a strong ability to use multiple open computer windows to answer queries while on the phone/email/webchat
• Experience with data entry, validation, manipulation and documentation (advanced Excel skills are essential)
• Ability to review and check data against subject domain knowledge (e.g., health and group benefits) and understand the data’s applicability/accuracy for the designated purpose 
• Ability to ask the right questions and seek help where appropriate
• Sense of accountability; owning one’s work and taking pride in it
• Collaboration with a global team, include taking accountability for quality and on-time delivery of own work and involving other team members when appropriate 
• Structured problem solving and analytical thinking 
• Continuous improvement mindset – increasing task efficiency and effectiveness with each product or service repetition 
• Strong client service orientation 
• Strong client and stakeholder relationship, interpersonal and team skills
• Able to work shift hours 

WTW is an Equal Opportunity Employer.