Customer Support/Ops Analyst I

2 weeks ago

Iloilo City, Western Visayas, Philippines RELX Full time ₱80,000 - ₱120,000 per year
  • 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.
  • Perform training to consumers educating them on reports, claim information, reason codes, etc…
  • Identify inadvertent and/or unauthorized reports and provide the correct report to the consumer.
  • Researching multiple databases for consumer's information.
  • Work with Dispute and Resolution teams to resolve consumer disputes.
  • Contact customers to respond to inquiries, notify them of claim investigation results and any planned adjustments.
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in the approved CRM (RightNow, MBSi).
  • Utilize databases to enter disputes and Personal Identifiable Information (PII), and ensure timely completion of disputes to meet or exceed the SLA set forth by FTC/FCRA. The objective is to minimize risk of litigation being filed against LexisNexis.
  • Perform other duties as assigned.

Qualifications

  • Bachelor's degree holder in any field or Completed at least 2 years level in college (with no back subjects/incomplete units)
  • Background of the US Insurance industry preferred.
  • Call center experience of at least 2 years a MUST. Experience in handling customer escalation a plus.
  • Analytical and can quickly learn process and product specifics as well as adapt to constant changing processes and tasks.
  • Self-motivated with positive attitude. Ability to follow strict guidelines and standard operating procedures a MUST.
  • Detail oriented with a critical degree of accuracy regarding data entry and analysis, ability to deal with confidential data.
  • Must ability to work quickly in a fast paced environment; work well as a team member and work well independently.
  • Excellent phone etiquette with outstanding Customer Service skills.
  • Excellent oral and written communication skills, good interpersonal and organizational skills; ability to prioritize work and to perform multiple tasks simultaneously while adhering to deadlines.
  • Email correspondence experience and business writing skills is a plus.
  • Demonstrated knowledge and proficiency in Microsoft office applications.
  • Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
  • No attendance issues. Willing to work on shifting schedules and work on Philippine Holidays and/or render overtime when necessary.
  • Amenable to work in REPH Iloilo site

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