Customer Service Affinity Asociate

2 days ago

Taguig, National Capital Region, Philippines Willis Towers Watson (WTW) - Insurance Services Full time $40,000 - $60,000 per year

The Role

  • Managing personal work performance to meet or exceed the assigned target for team monthly performance averages, including:
  • Number of Affinity calls answered, returned
  • Number of Affinity Emails
  • Number of GCC IM's
  • Available call hours
  • 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 IVD Leads, POCs and RMs on any escalations, work stoppage requests or account guidelines that require attention.

The Requirements

  • 4-Year College degree in Business, Management, Finance or equivalent
  • Minimum of 2 years' work experience in Property / Non-Life Insurance required
  • Prior experience in a customer service role preferred
  • Working knowledge of COD, ProofsDirect and ATP with the ability to:
    • Meet minimum 50 calls with Quality Control (QC) score of 95%
    • Meet minimum Quality Assurance (QA) score of 95%
    • Proficiently search in COD, ATP and Cert Portal
  • Must possess excellent Customer Service skills and excellent interpersonal skills
  • Strong conflict resolution skills to positively engage clients in possibly high stress scenarios
  • Effective time management and organizational skills
  • Exceptional oral communication skills
  • Ability to consistently maintain a positive and professional attitude
  • Individual that is self-motivated and presents themselves professionally
  • Has good attendance in alignment with WTW attendance policy
  • Ability to communicate well with staff, peers and resources in international and domestic teams, field offices and senior management
  • Ability to understand, explain to others, and apply in own work written information in work- related documents
  • Strong attention to detail
  • Ability to maintain focus on delivery of task at hand, despite other interruptions or competing priorities.
  • Have the ability to understand, analyze, and think critically in situations with little preparation or notice
  • Ability to work effectively under stress and deadlines

WTW is an Equal Opportunity Employer.

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