RELX

Customer Support/Ops Analyst I-5

RELX

full-time

Posted on:

Location Type: Office

Location: Manila • 🇵🇭 Philippines

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Job Level

JuniorMid-Level

About the role

  • 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.
  • Document records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in the approved CRM (RightNow, MBSi).
  • Process consumer disputes from start to resolution.
  • Perform outbound calls.
  • Perform other duties as assigned.

Requirements

  • Bachelor’s degree holder or equivalent.
  • At least 2 years of BPO exp.
  • Typing Speed: 40 words per minute.
  • Willing to work on night shift schedule.
  • Email correspondence experience and business writing skills is a plus.
  • Knowledgeable of MS Office.
  • 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.
  • Must have 1-yr tenure in current function in REPH.
  • Must not have received any Disciplinary Action within the past 12 months.
  • Must not have any Attendance and Punctuality issues in the past 12 month.
  • Must have a Successful or above rating in the last Enabling Performance cycle.
Benefits
  • We know your well-being and happiness are key to a long and successful career.
  • We are delighted to offer country specific benefits.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
typing speedbusiness writingcustomer escalation handlingdispute resolutionreport analysisdata researchCRM usage
Soft skills
communicationcustomer serviceproblem-solvingattention to detailinterpersonal skills
Certifications
Bachelor’s degree