WTW Customer Support Representative Interview Questions
& Process

Had a 5 min phone call about my experience and if I ever worked from home and if I had the equipment and the quiet space necessary. Also asked if I had a bank account and I was then sent a link to do a virtual interview where I recorded my answers through a Webcam. Then I was sent paperwork and on-boarding that I didn't finish because I'm trying to find out if it's legit before I enter sensitive information

The interview process I went through was a video recording. As a candidate, I was given a series of questions to answer. My answers were recorded along with my self. There is an option to close the camera and answer questions, but I assume the employer wants to see the candidate and confirm the answers are genuinely answered, not a script reading. You are given time to answer the questions truthfully for a good 3 mins max. Time is allowed for you to collect your thoughts before answering; I want to recall at least 20 seconds before the recording starts after the question is given. It is almost like interviewing in person but without the travel and comfort of your surroundings.

My interview was about 30 minutes long. They discussed company culture and the job location. I was asked a bunch of questions in a fun and lighthearted way about my ability to multitask. I met with two people who seemed to ask different sides of the same question, playing off each other. They also asked about my weaknesses. The interview process has changed due to company growth, so I can't speak much to the current process. Typically, CSRs are hired as contractors for about 11-12 months before full-time openings. They usually hire 20-30 contractors before 'OE' (likely meaning an open enrollment or onboarding period) for different lines of business. CSRs who show talent or potential are typically offered full-time positions about 11-12 months later. I believe the hiring manager for that specific line of business conducts interviews, and a client lead might also be involved. Candidates dressed up for the interview, but the interviewers likely wore gym shoes and jeans. I've heard of CSRs being hired through employee referrals. TW values résumés and candidates who can effectively promote their skills. I still keep my skills sharp and look for ways to improve so I'm not replaced. The turnover here is really high; out of 8 CSRs in my row, only 2 of us remain. This is due to errors, attendance issues, or being overqualified. Because hours are cut in the off-season, a lot of good talent is lost. While this job is financially rewarding, I had to really prove myself in the interview, and even now, I make myself available for projects and ask for more work to maintain my value. This can be a competitive department, but there's a good support system. They really focus on what you need to do to improve and will advise on how to become an associate if asked. My team lead gave me specific steps to get hired, and I followed the plan, and I've been here for 4 years. My last tip is that taking constructive criticism is essential here, as work is scrutinized, and attention to detail is a must.