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