Consumer Advocacy Representative

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 completed at least 2 years level in college (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.

• 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.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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