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Member Support

8 hours ago

Taguig, National Capital Region, Philippines WTW Full time

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