Sr. Escalation Resolution Specialist

Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas – the dynamic formula that drives business performance. 

This role can be held remotely from any location in the United States.

Key Responsibilities:

• Resolving client and participant inquiries within defined service levels and/or expectations
• Partnering with internal and external partners to bring inquiries to resolution in a timely manner
• Providing regular, professional communication and follow-up with clients, participants and internal partners
• Facilitate conference calls with the retiree and insurance carriers and other partners as needed
• Inbound and outbound calls and emails, many of which will require de-escalating retirees and clients
• Updating, creating and managing reports and related data
• Other duties and tasks as assigned

The Requirements

• 3-5 years of experience in customer service and/or contact center required
• At least one year of experience as a team lead and/or responsibility for taking escalated “supervisor-level” calls
• Must work well with others and be open to feedback and instruction from both management and peer group
• Proven ability to prioritize, manage assignments and consistently meet deadlines
• Proven ability to work in a high-pressure, challenging environment. Must be able to maintain composure, communicate professionally and courteously, even in stressful situations
• Flexibility to adapt to changing circumstances, assigned tasks and various needs of team members
• Previous experience as a Benefit Advisor or Customer Service Representative helpful  
• Strong analytical and problem-solving skills
• Must have strong record of dependability

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical demands: While performing duties of the job, employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, controls, keyboards; work on desktop or laptop computers; reach with hands and arms; balance; stoop; talk and hear. The employee must occasionally lift up to 15 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability adjust focus.

Work environment: The noise level in the work environment is usually moderate to low.

Equal Opportunity Employer

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.

Compensation

The hourly rate being offered for this role is $23.00 USD per hour.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes paid state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), 
• Retirement Benefits: Contributory Pension Plan and Savings Plan (401k). All Level 38 and more senior roles may also be eligible for non-qualified Deferred Compensation and Deferred Savings Plans.