Consumer Advocacy Representative

• 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.

• Excellent phone etiquette with outstanding Customer Service 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.

• Bachelor’s degree holder or at least completed 2 years in college with no back subjects.
• At least 2 years of BPO exp.
• Willing to work on night shift schedule.
• Email correspondence experience and business writing skills is a plus.
• Knowledgeable of MS Office and MS Excel.
• No attendance issues.
• Willing to work on shifting schedules and work on Philippine Holidays and/or render overtime when necessary.
• Background of the US Insurance industry preferred.
• Experience in handling customer escalation

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