When it comes to quality benefits delivery, we’re the irrefutable leader. The difference? Our people.

Our colleagues are laser-focused on our purpose which is to “help millions of people, one at a time, to optimize their health and wealth opportunities.” To us, it’s more than technology, data, and analytics, or taking a phone call. It’s making sure all the details are correct, all the questions answered, the processes transparent. It’s being a true partner so the client knows they can trust their employees and retirees will be given the respect, information, and care they deserve.

To us it’s not just a skill set, it’s our mindset that drives everything we do. Read some of their stories below as they explain how they are focused and passionate every day to make a real difference - helping our clients and their participants in the complex world of health and wealth benefits.

Amanuel Assefa, Technology Consultant 

I am lucky to have a job where I can help millions of participants access their health benefits, thanks to my parents who ingrained in me to help others. It’s what motivates me and why I strive for excellence in everything I do.

I’ve been with Willis Towers Watson for 20 years and helped develop BenefitConnect, our employee benefits platform for participants. I've also helped on the client side with implementations which has given me perspective and insight into how things work for employers. I know getting enrollment information accurately and quickly to carriers and vendors is important for our clients and for participants so they can get access to their benefits. Right now, I’m spending my time besides my clients’ responsibilities on system performance and developing web APIs. The thought of something that might take days happening in hours—and the impact that participants can get access to health care more quickly—that really excites me.

Samantha Castro, Service Center Manager

I graduated college with a degree in education and started a position as a Service Center Representative with Willis Towers Watson. I thought it would be a temporary position as I figured out what I was really going to do but I never left. I've had the pleasure of working in a variety of roles and I’ve been able to fulfill my passion of educating by overseeing a team of Customer Service Representatives, developing trainings and working closely with our clients. I’m also bilingual and I love that I can help our Spanish speaking participants understand and access their health benefits.  

I tell my team often to treat every question like it’s the first time they've heard it. Even if it’s the 100th time they’ve had to answer the question in a week, it’s the first experience for the caller. And they do. The environment we have here is full of compassion and focused on helping callers and clients. I couldn't do it alone, and the way we work as a team and strive to give participants a pleasant experience is what really makes each day memorable.

Leigh Ann Wrona, Benefits Accounts Manager

In my role, I focus on operational effectiveness for our health care spending accounts.  I ensure that our business processes are evaluated for efficiency, we implement opportunities for improvement and have appropriate documentation so that our colleagues can understand our business. I am a very efficient person in my day-to-day life, so my personality naturally lends itself to the work I complete.   

I’m also an end user of our products, so I’m intimately familiar with what it’s like for our participants to interact with our accounts and services. I personally have a Dependent Care FSA for childcare, a limited purpose FSA and an HSA.

Prior to this role, I worked in Human Resources for 10 years. That experience gave me a unique perspective and has allowed me to understand the employer’s needs of being on the front-line meeting employees’ needs. It also showed me the importance of benefits working the way they are meant to when they are needed.

Vince Magcalas, Administration Team Manager

I oversee and support a team of pension benefits administrators working on multiple large market clients who focus on data review and changes, payment kit review and setup, automated calculations and termination batches, and death and collections. I enjoy supporting and encouraging our team to think of innovative and efficient ways to accomplish our daily tasks and responsibilities.

I have worked for other organizations that didn’t have a retirement plan for their employees. At Willis Towers Watson, I finally have a retirement plan which is one of the things that motivates and inspires me as it helps me prepare not just for myself, but also my family’s future.

I take pride in the work that we do; administrating our participant’s pension and benefits is an important job. Supporting and managing our participants’ hard-earned investments and providing them with excellent service is a privilege. In reviewing our participant’s documents, I’m always reminded that it’s not just paperwork, these are our participants’ life records. They are important milestones and they need to be handled with utmost care and urgency. Our participants have worked hard for their pension and it’s important to remember that we are the ones taking care of them, we need to be professional, cautious, and extra patient when doing so.

Subhadip Chatterjee , Technology Developer

I immigrated to the U.S. from India in 2000 and was amazed at how complex the health care system is here. The health care is good, but how do you access it, pay for it and take advantage of benefit accounts? I knew there needed to be a way to simplify the process and this brought me motivation at the beginning of my career that still is with me today.

I was part of the founding team at Acclaris which is now part of Willis Towers Watson. Acclaris means ‘clarity’ and we developed the software that is used by hundreds of WTW Benefits Accounts clients and millions of participants today. When we joined WTW, the size and depth of the organization brought more opportunity including access to retirees in the Individual Marketplace.

Today, I manage the software engineering, architecture and production engineering teams for Benefits Accounts. I work with my teams, and with the product and business teams globally every day to bring improvements and new features that make navigating the complex world of health care and benefits accounts easier for employees and retirees. I’m able to make a difference in the lives of so many people from when they are hired all the way through to when they retire.

Emily Brinkman, Administration Team Leader

In my role as a Client Delivery Team Leader I focus on the management of a defined group of clients and the colleagues who serve them. I love my role because it really gives me the opportunity to be creative and think outside the box. The experience we provide is critical to helping employees make good benefit decisions. Our team is responsible for that experience, from the information viewed online, to the export file going to the carrier with the employee elections. Our timeliness and efficiency contribute to a great employee experience.

Additionally, our website is where employees come to find information about their benefits when they need to use them throughout the year. Over the course of the past nine years at WTW, I have strived to make sure the details we are communicating are reviewed thoroughly and we are providing quality service to each of our clients, and in turn their employees. I often find myself thinking from both the employee and employer perspective and making sure the solution we find serves their best interest.

Health care benefits are complicated, with a lot of information to unpack and understand. Finding a way to help our employers and employees access their benefits and information through our enhanced technology and innovation is my biggest motivator each day.

Jonathan Peloquin, Service Center Leader

As a site lead in Tempe, Arizona, I’m charged with making sure the day-to-day operations of our service center go smoothly and helping our teams overcome any challenges they face, along with helping to shape and communicate our best practices and protocols. I really believe in the value of continuous proactive training so representatives are equipped to problem solve and find solutions to any situation that arises.  

Through various positions I’ve held at Willis Towers Watson, I’ve been able to impact the caller experience by providing (either directly to the caller, or through coaching and training our representatives) the best customer service experience possible. When I joined the team at Willis Towers Watson back in 2012, I was pleased to see that we truly are a service center that acts as an extension of our clients. There’s a difference between a call center and a service center; it’s right there in the name. At Willis Towers Watson, we have service centers. When a participant calls, we take the time needed to answer their questions. It’s not about the numbers of calls we take, it’s about taking care of our participants. Our team is there to help all our callers understand their situation fully, and to make sure we resolve the issue they are calling about.

Andrianna Rokakis, Senior Administrator

My job as an actuarial consultant is very analytical in nature. Some of my tasks include consultant reviews, project management and training junior associates. In addition, I have internal responsibilities including people management and recruitment. I am currently managing six employees and meet with them regularly to guide them in their careers. I’m also involved in interviewing potential employees and am in charge of university recruitment here in Montreal. I love that the sky is the limit here at Willis Towers Watson in terms of your growth and career path; everyone is supportive and this positive environment leads to great morale and tremendous opportunity for growth.  

Making financial choices can be really challenging for everyone including myself. My role gives me the opportunity to apply my knowledge to help clarify and guide others in their decision-making process. Helping and guiding others through the retirement they have worked so hard for gives me a lot of purpose. Something about knowing I have made a difference in the world, even in the smallest way, brings me joy.