Member Support Analyst

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 a part of a team of colleagues providing 24x7 (shifting) member support services to Philippine Clients. This team handles member enquiries through emails, on-site support, phone calls and chats (future). Nature of 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 skillset needed for success as you will often be required to review/handle the reply to complex queries and manage escalations. You will also be required to liase with carrier/vendor to work on coordinated response to the member.

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

The Role

Process, Operations & Stakeholder Management

• Deliver/ Manage KPI's and metrics in line with the 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 for effectively resolving escalations.
• Identify and follow-through initiatives that will drive process improvements, gain efficiencies impacting financials

People Development:

• Adhere to the goals & expectations for the team and regular progress reviews.
• Work closely with individuals and groom them to their full potential.

In addition to this direct business work, you will:

• Attend training, meetings and/other educational events to increase understanding of trends, regulations and developments in the market
• Develop an awareness of the insurance carrier and vendor marketplace
• Understand and effectively articulate carrier / vendor challenges limiting delivery
• Receive training from experienced consultants and assist to review client needs
• Comply with internal excellence and compliance requirements
• Contribute to the 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 plan 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 is a must
• 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 (if required), vendor in terms of managing 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