Stars

Front 1

• Tell me about how you worked effectively under pressure.

Back 1

- I react to situations, rather than to stress. That way, the situation is handled and doesn't become stressful.

-Prioritizing my responsibilities so I have a clear idea of what needs to be done when, has helped me effectively manage pressure on the job.

Front 2

• Have you ever made a mistake? How did you handle it?

Back 2

One client I was working with was having a lot of problems with their EEs account not being funded correctly for commuter.

It was my responsibility to find the root of the issue and why the error was happening. I apologized for the delay and ask the client to allow me a couple of days to locate the issue.

I began to look through the detailed case history for the client. I was able to discover that the client has multiple EEs an old payroll cycle that is no longer being used.

I was able to manually adjust all of the EE's pay schedules so this would not be an issue going forward, and I also made sure to catch up all the missing contributions for the EE. The balances were corrected after an overnight update.

Front 3

• Give an example of a goal you reached and tell me how you achieved it.

Back 3

My manager asked me to audit all of the commuter express accounts for the SMB book of business so we may begin transitioning them to the V5 book of business

I was given the task to see which accounts were still active, canceled, and categorized correctly on the CX and SF platforms.


To complete my task I created an excel sheet that would allow me to track the answers to many important questions EX... termed in SF or CX, last date of activity in SF or CX, correct name, and correct book of business designation

I was able to complete my project after two weeks. With the data i provided to my manager she advised me we will be able to transition 50 accounts to the V5 book of business with a goal of transitioning all of the accounts by the end of the year.

Front 4

• Describe a decision you made that wasn't popular and how you handled implementing it.

Back 4

A recent client I was working with had an FSA plan and HSA plan with WW. The HSA never had any participation until just recently. When I was assisting them with the set-up it was discovered their current funding method for their plan would not be able to support an HSA benefit.

I had to explain to the client that they way the had been running their plan would need to be altereted so we may set up the HSA accounts. I needed to find a way to support the HSA funding but not have the ER change to much of their daily responsibilities with setting up the HSA

To resolve the issue I reached out to WW HSA contact to explain what was happening. By networking with HSA I was able to set up an automate contribution schedule with HSA bank similar to how WW does it in WFO

In the end the ER was upset about the surprise and changes, but they were sincerely grateful for my hands on approach and the ease of setting up the HSA contributions

Front 5

• Give an example of how you set goals and achieve them.

Back 5

The number of goals and the quality of them matter a lot. Innovative ways of achieving the goals will give the candidate brownie points. Setting large goals like, putting an end to global warming, terrorisms, etc will display his/her overambitious nature and it will completely put them off.

Front 6

• Give an example of how you worked on team.

Back 6

Another instance where teamwork will score! Just reminding them of a project that was undertaken with a group of colleagues and how each and every person contributed will be an ideal reply to this question.

Front 7

• What do you do if you disagree with someone at work?

Back 7

Here, the temperament of the interviewee would be under the microscope and any past temper tantrums might just give them an element of doubt in the candidate’s nature. In this predicament, consulting the other employees and taking a majority is an answer they will be looking for. Also, informing the interviewers that any disagreement with a fellow employee won’t affect the work will be a bonus point.

Front 8

How to handle challenging customers

Back 8

I believe it's best to get a clear understanding of the situation by openly listening to the customer, honestly assessing if you are able to assist them or if the problem is beyond your support. If you able to assist them, inform the customer that you will do everything in your power to ensure satisfaction, and if you are not able to assit them ensure the customer that you will research the proper support and work with them to satisfaction. Patience and honesty is the best approach, stay calm, caring and professional at all times. Allow the customer to feel that you are partnering with them to meet their needs. Put yourself in their place, they will appreciate your support.