Member Support Analyst

Overview

Our Health and Benefits business helps large and mid-size clients control health and welfare plan costs, improve health outcomes, and promote employee engagement through broad-based, state-of-the-art interventions. We provide solutions encompassing creative plan design, vendor evaluation and management, pricing and funding strategies, data analytics, valuation support, legal compliance and governance strategies.

As a Member Support Analyst, you will be part of a team providing 24x7 (shifting) member support services to Philippine Clients. This team handles member enquiries through emails, on-site support, phone calls and chats (future). Queries include employee benefits entitlement and claims. You are required to have a good understanding of how the country and their respective benefits plan operates. Excellent customer service etiquette (written and spoken) is a critical skill for success as you will review/handle replies to complex queries and manage escalations. You will also liaise with carriers/vendors to work on coordinated responses to members.

Knowledge of Health & Benefits is essential to guide the team in achieving the highest rate of first call resolution. You will collaborate with Internal Stakeholders and Teams, Client Managers, Account Executives and other roles located in the Philippines. You will have the opportunity to grow your client and customer service skills by working alongside leaders and colleagues in the industry.

• Process, Operations & Stakeholder Management: Deliver/Manage KPI"s and metrics in line with prescribed targets; Prioritize and organize work according to business priorities; Develop an in-depth understanding of the technical aspects of the process; Work with relevant stakeholders to resolve escalations; Identify and follow-through initiatives that drive process improvements and efficiencies impacting financials.
• People Development: Adhere to team goals and expectations; conduct regular progress reviews; work closely with individuals to develop their potential.
• Additional activities: Attend training, meetings and other educational events to increase understanding of market trends, regulations—develop awareness of the insurance carrier and vendor marketplace; understand and articulate carrier/vendor challenges; receive training from experienced consultants and assist in reviewing client needs; comply with internal excellence and compliance requirements; contribute to development of new intellectual capital.
• Top 5 Competencies: Focusing on Clients; Working in Teams; Driving Excellence; Influencing Stakeholders; Developing Talent.

Qualifications - Graduate

Skills:

• Excellent written and verbal communication skills in English
• Good understanding of benefits plans in Asia Pacific countries, in particular Philippines
• Strong client service orientation and ability to respond to multiple stakeholders effectively and in a timely manner
• Ability to work on multiple tasks in a fast-paced environment while adhering to strict deadlines and quality requirements
• Flexibility and proven ability to identify and resolve complex issues at root cause
• Familiar with call center telephony system
• Well organized and detail oriented
• Preferably experienced in conducting transitions/knowledge transfer activities
• Highly developed problem solving, critical thinking and analytical skills
• Demonstrated leadership and vision in managing staff groups and major projects or initiatives
• Excellent interpersonal skills and a collaborative management style
• Self-starter attitude and ability to establish priorities, work independently and with limited supervision
• Excellent Microsoft Office skills, particularly in Excel and PowerPoint
• Bachelor’s degree preferred
• Able to manage shift rotations as this project requires 24x7 shifting schedule
• Able to do outbound calls with HR and vendors as needed to manage issues/cases
• Able to manage face-to-face conversations with clients

Experience:

• 5+ years’ experience working with Health and Benefits plans, ideally gained in a call center division of a benefits brokerage firm/BPO/Insurance Company
• Knowledge and experience in organizational effectiveness and operations management, implementing best practices

WTW is an Equal Opportunity Employer