Consumer Advocacy Representative

Relx Plc; Iloilo; On-site; PHP 201,000 - 312,000; Full time

Job summary

Relx Plc in Iloilo is seeking a Consumer Advocacy Representative to be the first point of contact for consumers by phone. You will authenticate identities, provide disclosures, and assist with filing disputes while protecting PII and SPII.

You will analyze reports, guide customers through dispute steps, and coordinate with the Dispute and Resolution teams. The role requires call center experience, strong written and spoken English, data accuracy, and the ability to work in a fast-paced

Qualifications

• Bachelor's degree holder or completed at least 2 years of college.
• Background in US Insurance industry preferred.
• Call center experience of at least 2 years is a MUST; escalation handling a plus.
• Analytical and able to learn processes and adapt to changing tasks.
• Detail oriented with high data entry accuracy and ability to handle confidential data.
• Excellent phone etiquette and written communication skills.
• Self-motivated with positive attitude and ability to follow strict SOPs.
• Willing to work shifting schedules including Philippine holidays and overtime.

Responsibilities

• Serve as the first point of contact for consumers via telephone.
• Authenticate customers to uphold security and privacy of PII and SPII.
• Provide disclosures to consumers and assist with filing disputes.
• Review reports and instruct consumers on best dispute steps.
• Research disputes across databases and coordinate with Dispute and Resolution teams.
• Document customer interactions in the CRM and respond to inquiries.
• Meet or exceed SLA targets set by FTC/FCRA.

Skills

Call center experience

Analytical

Phone etiquette

Written communication

Data entry accuracy

Team collaboration

Self-motivated

SOP adherence

Independent work

Education

Bachelor's degree or two years of college completed

Tools

Microsoft Office

RightNow CRM

MBSi CRM

Job description

Consumer Advocacy RepresentativeThis site, powered by Workday, uses cookies that are essential for the site to work. The site may also use additional cookies to analyze site statistics and optimize the site experience. Click “Accept Cookies” to accept all additional cookies or click “Decline” to reject all non-essential cookies. For more information, see our Cookie Notice.# RELX Jobs## Consumer Advocacy RepresentativeApply: Iloilo: Full time: Posted Today: 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 know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click** **here** **to access benefits specific to your location.**We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.**Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams** **here****.**Please read our Candidate Privacy Policy.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.***USA Job Seekers:***EEO Know Your Rights.