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. Ability to follow strict guidelines and standard operating procedures a MUST.

• 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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