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Willis Towers Watson

Health & Benefits Customer Support Analyst

The Role

As a Customer Support Analyst within the Health & Benefits, you will be part of a team supporting our Asia Pacific clients as the primary point of contact for the clients, vendors and consultants on operational concerns such as enrollment, availments, inquiries and escalations. 

The ideal candidate will be detail-oriented and have excellent customer service focus.  Also, exposure or background in the benefits brokerage / insurance administration work is not required but highly recommended. The position would also require some presentation skills, time management skills and project management skills.


You will have the opportunity to:

  • Enhance your technical knowledge of benefits plans around the world
  • Enhance data, process and project management skills


Key Activities:

  • Provide support and information to customers over the phone, face-to-face and through written communication
  • Provide weekly/monthly case status reports to clients
  • Attend client meetings as necessary
  • Escalate to H&B issues beyond our scope as defined by the Benefits Digest and Scope of Work

Performance Objectives:


  • Successfully handle most non-routine issues, and escalate to management issues that cannot be resolved
  • Ensure all work is performed in accordance with targets
  • Make strong contributions to the productivity of the team.
  • Plan and organize work so that Service Level Agreement objectives are realized
  • Contribute ideas and actions towards the continuous improvement of processes within area of influence


  • Strong interpersonal, verbal, and written communication
  • Interface with Clients, Consultants and Process teams to ensure compliance with cross-team responsibilities
  • Work effectively within the team dynamic
  • Recognize and communicate potential issues to team leader as appropriate; suggest viable solutions for improvement

The Requirements

  • Account Management or Client Support experience
  • Experience in shared services/internal service delivery role desirable
  • Skilled in customer service interactions/ability to communicate with professional image/customer-focused mindset through various channels (e.g. phone, e-mail, etc.)
  • Being adaptable to learn new processes, concepts, and skills
  • Ability to interpret and analyze data
  • Ability to pay attention to detail
  • Ability to resolve exceptions and disputes
  • Ability to work well under pressure and meet deadlines
  • Demonstrate high degree of interpersonal and negotiating skills
  • Ability to work in a team as well as independently
  • Excellent verbal and written communication skills
  • Ability to be flexible with position duties and scope of work
  • Proficiency in MS Excel, MS Word, Access, and Powerpoint
  • Enthusiastic team orientation with a positive attitude and an ability to take initiative
  • Bachelor’s degree in a related field or equivalent work experience
  • Ability to handle complex work and be proactive
  • Effective listening and probing skills to understand needs and provide solutions to participants

Equal Opportunity Employer.

Apply Now

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