Customer Service Executive

7 months ago

Thane, India WTW Full time

Benefits Delivery and Administration (BDA) solutions empower employers, employees and retirees to better navigate the changing world of benefits. Our solutions deliver and accelerate clients’ benefit strategies through a tailored and integrated experience. We combine our benefit consulting expertise with innovative, user
- centered technology and design to help organizations unlock their benefit strategy and deliver an engaging experience that instils confidence and satisfaction.

BDA consists of the following service lines:
Benefits Outsourcing (formerly TAS North America):
Group Marketplace (formerly Group Exchange):
Benefits Accounts (formerly Consumer Directed Account; Acclaris):
Individual Marketplace (formerly Individual Exchange)

**KPI Management**

Administer ongoing benefit system activities.

Receive and process import data files containing indicative data, election data, dependent and beneficiary data.

Generate payroll/vendor feeds, as well as ad-hoc management reports.

Process and fulfil, confirmation statements and other benefit related materials.

Assist with system testing; Web, interfaces and system generated reports for new and ongoing systems.

Review error reports and resolve issues as needed utilizing case management tool.

Exercise discretion and independent judgment in responding to and resolving client issues.

Develop and maintain system processing documentation and processing calendar.

Set up and test data encryption and transmission protocols with client and vendors.

Manage fulfilment inventory with clients Provide back up for other team members as needed.

Attend ongoing client status meeting as needed to establish client relationship.

Attend internal project meetings to ensure project continuity into ongoing Meet service level agreements across all clients.

**Primary Responsibilities**:
Assist project team with client assignments to deliver timely, within-budget and high-quality work.

100% compliance with SOC1 and Professional Excellence criteria

Help develop and maintain system processing documentation.

Analyze process workflow and recommend improvements to increase efficiency and effectiveness.

Gain an understanding of the system interfaces with HRIS, payroll, and insurance carriers.

**Relationship management**

Take initiative to proactively share knowledge and/or experience with team members.

Develop strong partnerships with team members.

Work collaboratively with other members of the team to meet internal and client objectives.

**Top 5 Competencies**

Focusing on Client

Driving Excellence

Influencing Stakeholders

Adjust to Change

Working with Teams

**Qualification, Experience & Skills Required**:
Minimum Bachelors Degree

Good with MS office

Excellent Communication, both written and verbal - in particular verbal communication

Tenacity for following up with a broad range of stakeholders

Ability to network with entire Willis Towers Watson organization and get things done by building bridges

Work experience with US counterparts and projects preferred, but not mandatory

Swift
- Aptitude

Error Testing

**Soft Skills**:
Proactive approach, Results focused, highly motivated, self-starter

Strong can-do attitude, positive towards change

Works well with teams and promotes best practice sharing

**Salary**: ₹350,000.00 - ₹600,000.00 per year

**Benefits**:

- Health insurance
- Internet reimbursement
- Life insurance
- Paid time off
- Provident Fund

Schedule:

- Rotational shift

Work Location: Hybrid remote in Thane, Maharashtra

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