Willis Towers Watson Certification Mentors in Richardson, Texas

Certification Mentors

Date Posted: May 4, 2018


Not ready to Apply? at https://willistowerswatson.avature.net/WTWTalentNetwork


The Role

Certification Mentors are provided training and are responsible for assisting other Benefit Advisors as they train and certify with each insurance carrier partnered with Individual Marketplace. They provide assistance starting with the first certification release in July 2018 through the end of the certification season in October 2018.

  • Oversight Team Mentors are responsible for offering individualized and limited in-person assistance primarily to new benefit advisors.

  • Cert Central Team Mentors are primarily responsible for answering chats in the Cert Central chat service.

Performance Objectives


  • Assist Benefit Advisors to consistently pass their certification tests.

  • Demonstrate a high quality of service to Benefit Advisors, as measured through survey scores.

  • Effectively communicate team and individual objectives to other team members.

  • Oversight Team:

  • Assist Benefit Advisors with navigation, technical problems and test attempts.

  • Provide an excellent level of service to Benefit Advisors by being courteous and respectful to those being assisted at all times.

  • Drive Benefit Advisors to complete certifications by creating and enforcing action plans.

  • As assigned, reach out to individual Benefit Advisors to assist with specific certification objectives.

  • As assigned, answer Cert Central chats in a timely and efficient manner.

  • Cert Central Team:

  • Answer Cert Central chats in a timely and efficient manner.

  • Assist Benefit Advisors with navigation, technical problems and test attempts.

  • Maintain a high level of service through exemplary chat etiquette, timely responses, andcourteous and respectfullanguage.

  • Work to resolve issues and, when necessary, escalate them to other departments.

  • Check and reply to emails coming into the Cert Central inbox.

  • Record all instances of assistance offered to Benefit Advisors, for tracking purposes.

  • Collect and record certification troubleshooting to enable Cert Mentors to better assist Benefit Advisors.

  • Complete other assigned duties.


  • Maintain a high level of adherence to Workforce-assigned schedule.

  • Demonstrate a positive and supportive attitude and demeanor.

  • Attend the weekly Team Day (during which regular BA duties will be performed), adhere to Supervisor expectations on that day, and maintain a high level of professionalism.

  • Attend all team meetings and one-on-ones.

  • Act within all ethical and compliance standards as defined and communicated by the company.


  • Complete assigned personal certifications in a timely manner, completing all available certifications by October 1 st .

  • Maintain a working knowledge of all required tools and systems, including Confluence, JIRA, and the Cert Central chat client.

  • Set goals for professional self-improvement and demonstrate progress in meeting those goals.

  • Coordinate team efforts between our various site locations (AZ/TX/UT).

The Requirements

  • Have served at least one season as a Benefit Advisor for Willis Towers Watson.

  • Must not be on corrective action and must have a minimum VOC score of 4.3.

  • Detail-oriented with an ability to handle multiple tasks at once and prioritize workload.

  • Works well on a team as well as individually.

  • Ability to communicate professionally and courteously (even in stressful situations) through verbal and written interaction.

  • Comfortable with the Microsoft Office suite of products, specifically Word, Excel, and Outlook.

  • Experience with user interface design principles a plus.

  • Comfortable interacting with many different people on a regular basis, both face-to-face and electronically.

  • Strong conflict resolution skills.

The Company

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. Together, we unlock potential. Learn more at willistowerswatson.com.

Willis Towers Watson is an equal opportunity employer

Willis Towers Watson is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

Equal Employment Opportunity: Know your rights at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf .


Not ready to Apply? at https://willistowerswatson.avature.net/WTWTalentNetwork


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  • Location:Richardson, TX, US

  • Date Posted:May 4, 2018