The Role
- Listen, assess, and understand client needs and questions using a consultative approach
- Finalize the participant's application through a structured process
- Accurately track and report outbound contact attempts and identify possible trends
- Follow all compliance regulations for service and application inquiries
- Identify the root cause of issues and effectively communicate solutions to participants
- Effectively and empathetically assists participants over the phone
- Works effectively in multiple internal systems to solve problems
- Show patience and kindness to deescalate concerned callers
- Ensure internal and external service levels are met in a timely and high-quality manner
- Receive direction and coaching to improve performance
- Other duties as assigned
- The role will be onsite, in our Manila office.
The Requirements
- At least 2 years of Customer Service experience
- 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
- Technical proficiency: the ability to manage multiple open computer windows, use Microsoft Office, and learn new computer systems.
- Ability to read, analyze, and interpret documents and detailed correspondence, procedure manuals, and applications.
- Must be able to complete a paid intensive training program and pass a final test; training covers computer systems, Medicare, enrollment, fundamentals of a Health Reimbursement Account (HRA), compliance regulations, and application processes
- High school diploma or equivalent required
- Ability to work varying shifts/hours/days
- Proven success in customer service and/or consultative sales environment preferred
- Occasional overtime may be needed
- Other duties as assigned
- The role will be onsite, in our Manila office.
WTW is an Equal Opportunity Employer