The Role

• Managing personal work quality & delivery to meet or exceed the assigned targets for performance within their Skill Group, including
  • Customer Service scores/ratings
  • Quality Metrics 
  • Productivity

Skills Group 1 Processor:

• A Processor in Skills Group 1 should be proficient in the following activities and effectively and accurately undertake this work as requested by the Market Lead or MSM 
  • Auto ID issuance
  • Basic midterm renewals
  • Cert Holder Clean-Up - for small to mid-sized accounts
  • Basic certificate renewal - for small to mid-sized accounts
• Proficiency in these activities is supported by training in the following:
  • Completion of Basic Training including Willis Towers Watson 101 – An Introduction to P&C Courses (National Alliance) and passing the required test as outlined in training plan and performance expectations 
  • System training including EPIC & Certificates on Demand (COD)
  • Cert Holder Clean Up training
  • Renewal training - AID & Certificates account complexity 1 and 1.5

Skills Group 2 Processor:

• A Processor in skills group 2 is fully competent in performing the below tasks, no supervision or support required as requested by the Market Lead or MSM for account ranging in account complexity 1-3: 
  • Auto ID issuance
  • Midterms - regardless of size or complexity
  • Cert Holder Clean-Up - regardless of size or complexity
  • Certificate renewal - regardless of size or complexity
  • AID Renewal - regardless of size or complexity
  • New account/client set up - regardless of size or complexity
  • Research Issues, handle escalations and resolve complex account inquires
  • Provide support to answer questions and transfer knowledge to less experienced processors
• Proficiency in these activities is supported by training in the following:
  • CISR courses on a journey to certification.
• Regardless of Skill Group, a Processor will need to demonstrate the following abilities:
  • Working knowledge of COD with the ability to:
    • Set up accounts
    • Renew accounts
    • Issue Auto ID and certificates
  • Actively pursues identifies and seeks support for opportunities to improve the current processes, services and ways of working
  • Self-motivated and self-directed personality that doesn’t require close supervision providing guidance on daily work 
  • Ability to work effectively under stress and deadlines
  • Strong interpersonal & team collaboration skills 
  • Effective communication skills in working with peers, leaders, clients, and others across the organization