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.
- 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.
- 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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