Customer Service Representative

As a Benefit Customer Service Representative, you will have the rewarding opportunity to help our client members through the enrollment process and when making updates to their health care and/or pension plans.  We allow you the freedom to take the time necessary to provide the highest level of service.  You will start on one client, and with dedication to our clients and WTW, you will be cross-trained to assist multiple clients.  You will spend your day either on the phone or assisting with webchat conversations and email. We provide a superior service centre environment in professional buildings where you will be recognized for your dedication.  

The role will be onsite, in our Manila office.

Key Responsibilities:

• Quickly build rapport and compassionately respond to customers by identifying and exceeding expectations by responding in a respectful, accurate, timely manner, consistently meeting commitments via phone, email, and instant message
• Ability to customize customer service approach to meet all types of member communication styles and personalities while maintaining professionalism, and diplomacy during difficult calls
• Handle confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements
• Skillfully translate health and welfare and pension terms, complex plan information and processes into simple explanations and instructions that customers can understand and act upon
• Read and understand client’s plan documents and online knowledgebase tools while collecting relevant information to determine immediate requests/questions and to anticipate the future needs of the member
• Demonstrate knowledge, understanding and compliance with company and client procedures and guidelines providing appropriate and accurate information
• Maintain and document complete and accurate call and case notes in a professional manner
• Regularly participate in team meetings and training
• You will spend much of your time assisting customers
• Perform other duties as assigned

The Requirements:

Required

• Excellent ability to communicate effectively using the English language in a customer service setting, including verbal and written communication skills in a grammatically correct way 
• 2-3 years of Customer Service experience in an in-bound Service Center
• Strong computer skills with the ability to toggle between various systems/windows
• Ability to quickly assess member concerns and formulate a response/resolution using analytical and problem-solving skills
• Ability to work in a structured environment – adhering to and following protocols 
• High level attention to detail, multi-tasking, and ability to organize work
• Experience using Microsoft Office with a strong ability to juggle multiple open computer windows to answer questions while on the phone/instant messaging
• Ability to work autonomously in a self-paced, self-motivated team environment 
• Ability to understand and follow oral and written instructions
• Must have excellent attendance and be punctual to work
• Experience working in a customer service environment, in a global company/ matrixed environment

The following are a plus:

• Working knowledge of health and welfare and/or defined benefit pension plans
• Associate or Bachelors Degree

WTW is an Equal-Opportunity Employer