DE033483-Customer Service Associate

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---

POSITION TITLE: Customer Service Associate

WORK SETUP: Return to Office

RESPONSIBILITIES:

• Manages incoming telephone calls, emails, and/or faxes for the following lines of business (LOB):
• Life Insurance (LI) – services include Enrollment Support, Web Support, Medical Underwriting Inquiries, Account Maintenance, Billing, Continuation Options and Benefit Administration Support
• Disability Insurance (DI) – services include Web Support, Claim Intake (Disability and FML), Absence Reporting (FML), Claim Maintenance (Extension, Dr Info, etc.), Claim Payment Inquiries (STD/LTD), Claim Approval Status;
• Responds to customer inquiries with timely and accurate information;
• Follows all documented processes and workflows provided by the client to enhance customer service and reduce customer effort/operating efficiency;
• Utilizes resources and tools to accurately respond to customer inquiries;
• Uses available resources to understand contractual and regulatory compliance requirements and reports suspected compliance issues on the day of discovery to a Team Lead, Manager, and/or the Compliance Department; and
• Responsible for reporting known or suspected data disclosures or fraud on the day of discovery to a Team Lead.

OTHERS:
Project Shift Schedule: Night Shift

Project Rest Day: Weekends Off

Project/Team Location: Quezon City, Cyberpark Tower 3

SKILLS AND QUALIFICATIONS:

• At least 1 yr of BPO experience, 6 months of it must be Contact Center experience
• No domain skills required/Open resources from any account (Insurance/Claims experience is a plus)
• Voice Proficiency - B2