Consumer Advocacy Representative

2 weeks ago

Manila, National Capital Region, Philippines Remitly Full time $20,000 - $25,000 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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