The Role
Managing personal work performance to meet or exceed the assigned target for team monthly performance averages, including:
Number of Certs411 calls answered, returned
Number of Certs411 Emails
Number of Certs411 IM's
Available call hours
Work Escalate / Undeliverable Queue
Work EDP Queue
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 ML's, MSM's and RSM on any escalations, work stoppage requests or account guidelines that require attention.
Re-distribute previously issued certificates or auto id requests as requested by customers
The Requirements
High school diploma or equivalent required
Previous basic certificate processing experience required
WTW is an equal opportunity employer.
