Consumer Advocacy Representative

RELX INC; Iloilo; On-site; PHP 279,000 - 424,000; Full time

Job summary

RELX INC is seeking a full-time contact center specialist in Iloilo to be the first point of contact for consumers by phone. You will authenticate to protect PII, provide disclosures, and assist in filing disputes for all products.

The role involves reviewing reports, guiding customers, researching disputes, and updating CRM with accurate interaction records. Experience in call centers (2+ years) and a background in the US insurance industry are preferred.

Qualifications

• Bachelor's degree or completed at least 2 years of college; back subjects/incomplete units not accepted.
• 2+ years call center experience required; US Insurance experience preferred.
• Strong analytical ability and accuracy with data entry.
• Ability to follow procedures, work in fast-paced environment and with teams.

Responsibilities

• Be the first point of contact for consumers via telephone.
• Provide authentication to protect PII and privacy during calls.
• Disclose information to consumers and assist in filing disputes.
• Review reports and guide consumers on dispute steps.
• Research disputes across databases and coordinate with internal teams.
• Enter disputes and PII into CRM and meet SLA targets.
• Train consumers on reports, codes, and process basics.
• Respond to inquiries and communicate investigation results to customers.
• Maintain accurate records of interactions and transactions.

Skills

Customer service

Communication skills

Attention to detail

Data entry

PII handling

Microsoft Office

Teamwork

Education

Bachelor's degree or 2 years college

Tools

CRM RightNow

MBSi

Job description

Iloilo

Full time

R120181

Job Description Summary

This position is under the LexisNexis Risk Solutions Consumer Center. LexisNexis Risk Solutions is a leader in providing essential information that helps customers across all industries and government predict, assess and manage risk. Combining cutting-edge technology, unique data and advanced scoring analytics, we provide products and services that address evolving client needs in the risk sector while upholding the highest standards of security and privacy.

Responsibilities

• 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.
• Perform training to consumers educating them on reports, claim information, reason codes, etc…
• Identify inadvertent and/or unauthorized reports and provide the correct report to the consumer.
• Researching multiple databases for consumer’s information.
• Work with Dispute and Resolution teams to resolve consumer disputes.
• Contact customers to respond to inquiries, notify them of claim investigation results and any planned adjustments.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in the approved CRM (RightNow, MBSi).
• Utilize databases to enter disputes and Personal Identifiable Information (PII), and ensure timely completion of disputes to meet or exceed the SLA set forth by FTC/FCRA. The objective is to minimize risk of litigation being filed against LexisNexis.
• Perform other duties as assigned.

Qualifications

• Bachelor's degree holder or completed at least 2 years level in college (no back subjects/incomplete units)
• College graduate is preferred but not required.
• Background of the US Insurance industry preferred.
• Call center experience of at least 2 years is a MUST . Experience in handling customer escalation a plus.
• Analytical and can quickly learn process and product specifics as well as adapt to constant changing processes and tasks.
• Self-motivated with positive attitude. Ability to follow strict guidelines and standard operating procedures 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.
• Excellent phone etiquette with outstanding Customer Service skills.
• Excellent oral and written communication skills, good interpersonal and organizational skills; ability to prioritize work and to perform multiple tasks simultaneously while adhering to deadlines.
• Email correspondence experience and business writing skills is a plus.
• Demonstrated knowledge and proficiency in Microsoft office applications.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
• No attendance issues. Willing to work on shifting schedules and work on Philippine Holidays and/or render overtime when necessary

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.

Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.

Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.