Customer Service Representative

Job Description

The Customer Service Representative is responsible for handling calls and responding to consumer concerns. Additionally, the role involves providing product and service information, recommending and administering support programs, addressing disputes, sending disclosure reports, and offering resolutions based on consumer needs.

Accountabilities:

• Serve as the first point of contact for consumers via telephone.
• Perform authentication during all consumer interactions to uphold the security and privacy of Personally Identifiable Information (PII) and Sensitive Personally Identifiable Information (SPII).
• Provide disclosures to consumers.
• Assist consumers in filing disputes for all products.
• Review and analyze reports to guide consumers on how to best dispute specific claims.
• Research dispute requests to ensure they are accurate and warranted.
• Educate consumers on reports, claim information, reason codes, and related matters.
• Search multiple databases for consumer information.
• Coordinate with Dispute and Resolution teams to address and resolve consumer disputes.
• Document customer interactions and transactions, including inquiries, complaints, comments, and actions taken, using the approved CRM systems (MBS, Salesforce).
• Perform other duties as assigned.

Technical Skills:

• Excellent phone etiquette and outstanding customer service skills.

Soft Skills:

• Self-motivated with a positive attitude.
• Strong analytical skills and the ability to quickly learn new processes and product details.
• Adaptable to constant changes in processes and tasks.
• Must be able to follow strict guidelines and standard operating procedures.
• Detail-oriented with a high level of accuracy in data entry and analysis, especially when handling confidential data.
• Capable of working efficiently in a fast-paced environment, both independently and as part of a team.

Qualifications:

• Bachelor's degree holder or has completed at least 2 years in college with no back subjects.
• At least 2 years of BPO experience.
• Willing to work on a night shift schedule.
• Experience in email correspondence and business writing is a plus.
• Proficient in Microsoft Office, particularly MS Excel.
• No attendance issues.
• Willing to work on shifting schedules, including Philippine holidays, and render overtime when necessary.
• Background in the U.S. insurance industry is preferred.
• Experience in handling customer escalations is an advantage.