Call center agent

Job Description

• To take Inbound/Outbound Calls and escalations in Spanish from policy owners, agents, and authorized third parties about Life Insurance Products.
• To authenticate the identity of the Spanish caller and researching applicable customer records in order to respond to the question or requests & assist in Spanish language assessments for new candidates/applicants.
• To lead Cultural orientation for new hires and Calibration sessions for Spanish.
• Do QA Audits for Spanish calls & provide feedback for evaluated Spanish calls through coaching sessions & update information on the applicable administrative system, documents Spanish call content and any actions done to complete caller’s request and transferring out of scope call to other departments.
• To create tickets for policy changes and other requests that needs to be sent to the back-office processing teams.
• To complete one time policy payments over the phone and send out specific request forms to the Spanish policy owners. Should also be amenable to working on ALL Philippine Holidays, Weekends and rotating/shifting schedules as required by the Program.

Qualifications/Requirements

• The candidate should have good background on Life Insurance tasks or any relevant experience and should be able to fluently speak and write in Spanish and English (Professional / Business).
• Candidate should be familiar with CSR Process. Preferably one who worked in a CSR Environment providing Multilingual Support.
• Previous BPO experience with Multilingual Life Insurance background is a plus but not a necessity as long as the candidate is willing to learn and commit to ensure continuous development and improvement is main
• Perform call audits, analyze call quality, and provide feedback on opportunities identified for all Cognizant team members as per agreed sample size.
• Responsible to remain current with all process documentation and operating procedures for all in-scope processes and procedures. Participate in call calibration sessions.
• Providing knowledge, resources, and information to support agents, address customers concerns accurately and timely & assist Team Leads with material request and account updates.
• Coaching and training agents on improving Customer Interaction and offering advisors guidance.
• Show a comprehensive knowledge of products and services and their competitive advantages through continues self-improvement and following quality standard.

Intended period of employment: 3 years

Work location

TAGUIG CITY, NCR, FOURTH DISTRICT

Remarks

No additional remarks

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