Customer Care Assoc. I

2 days ago

Manila, National Capital Region, Philippines RealPage Inc Full time

Overview:

The Customer Care Associate I (CCA, I) receives inbound calls from RealPage client's residents requiring assistance with RealPage Insurance products. The CCA, I will quickly respond to the call, identify the needs of the client's resident, accurately record all issues in our proprietary CRM and provide a high first-call resolution. The CCA, I provides excellent customer service by responding promptly to all inbound calls related to insurance policies and provides assistances with payments, billing issues, website troubleshooting and some claims & coverage inquiries.

Responsibilities:

  • Processes policyholder servicing transactions accurately and within a timely manner while following various regulatory and compliance rules from the Dept of Insurance as well as various external insurance carrier guidelines and internal policies and procedures.
  • Respond to inbound phone calls and assists renter's insurance policy holders with servicing transactions, such as processing payments, answering billing inquiries, website navigation, and some claims & coverage inquiries.
  • Understands aspects of internal billing system as it pertains to policy coverage.
  • Identifies and communicates transactions; evaluates and makes decisions regarding payment plans and alternative payment arrangements.
  • Manges and utilizes time effectively to ensure department meets required service levels for improved customer satisfaction results.
  • Utilizes online reference materials to provide confident, accurate, and efficient information.
  • Develops and maintains product, procedural and technical systems knowledge.
  • Utilizes technical systems, effectively and efficiently, including desktop, call center specific phone systems and internet.
  • Documents tasks and customer interactions as required.
  • Other duties as assigned.

Qualifications:

  • Excellent customer service and verbal/written communication skills.
  • Strong computer skills in PCs and Internet computing.
  • Ability to type at least 30 words per minute and accurately capture detailed information.
  • Previous insurance experience preferred but not required.
  • Flexible with work hours to meet Contact Center hours of operation and workload needs as manager schedules (including availability to work overtime as required).
  • Excellent problem-solving skills required.
  • Exhibits professional demeanor, is accountable, accurate, customer friendly.
  • Computer literate, working knowledge of Microsoft programs including Outlook, Excel, and Word, and proprietary company systems.
  • Able to sit or stand for frequent periods in the same location with some opportunity to move about.
  • Minimum of 1 to 2 years experience in a call center or customer service role highly desired.

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