Consumer Advocacy Representative

1 day ago

Quezon City, National Capital Region, Philippines RELX Full time ₱250,000 - ₱500,000 per year

Accountabilities

  • First point of contact for consumers via telephone
  • Provide authentication during all consumer contacts to uphold security and privacy of PII and SPII.
  • Provide disclosures to consumers.
  • Assist consumers in filing disputes for all products.
  • Must be able to review and analyze reports and instruct the consumer on the best way to dispute a specific claim.
  • Research dispute requests to ensure disputes are accurate and warranted.
  • Educate consumers educating them on reports, claim information, reason codes, etc.
  • Researching multiple databases for consumer's information.
  • Work with Dispute and Resolution teams to resolve consumer disputes.
  • Document records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in the approved CRM (MBS, Salesforce).
  • Perform other duties as assigned.

Technical Skill

  • Excellent phone etiquette with outstanding Customer Service skills.

Soft Skills

  • Self-motivated with positive attitude.
  • Analytical and can quickly learn process and product specifics as well as adapt to constant changing processes and tasks.
  • Ability to follow strict guidelines and standard operating procedures is a MUST.
  • Detail oriented with a critical degree of accuracy regarding data entry and analysis, ability to deal with confidential data.
  • Must have the ability to work quickly in a fast-paced environment; work well as a team member and work well independently.

Qualifications

  • Bachelor's degree holder or at least completed 2 years in college with no back subjects.
  • At least 2 years of BPO exp.
  • Typing Speed: 40 words per minute.
  • Willing to work on night shift schedule.
  • Email correspondence experience and business writing skills is a plus.
  • Knowledgeable of MS Office and MS Excel.
  • No attendance issues.
  • Willing to work on shifting schedules and work on Philippine Holidays and/or render overtime when necessary.
  • Background of the US Insurance industry preferred.
  • Experience in handling customer escalation.

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