Consumer Advocacy Representative

Reed Elsevier Shared Services (Philippines) Inc Company; Iloilo; On-site; PHP 300,000 - 420,000; Full time

Job summary

LexisNexis Risk Solutions Consumer Center in the Philippines is seeking a proactive call center professional to handle consumer contacts by phone, verify identity, and guide disputes across products. You will document interactions and help resolve disputes while maintaining strict privacy standards.

The role emphasizes data accuracy, CRM usage, and adherence to SLAs, with country-specific benefits offered to employees in the Philippines.

Qualifications

• Bachelor's degree or completed at least 2 years of college.
• 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 quick learner, adaptable to changing processes.
• Attention to detail with data entry and confidentiality.
• Ability to work in a fast-paced environment; both team and independent work.
• Excellent phone etiquette and communication skills.
• Proficiency in Microsoft Office; quick learning of enterprise AI tools.

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.
• Review and analyze reports and instruct the consumer on how to dispute a claim.
• Research dispute requests to ensure disputes are accurate and warranted.
• Perform training to consumers educating them on reports and reason codes.
• Identify inadvertent and/or unauthorized reports and provide the correct report to the consumer.
• Researching multiple databases for consumer information.
• Work with Dispute and Resolution teams to resolve consumer disputes.
• Contact customers to respond to inquiries and notify them of investigation results and adjustments.
• Keep records of customer interactions in CRM.
• Utilize databases to enter disputes and PII, ensuring timely completion to meet SLA.

Skills

Call center

Customer service

Data entry

CRM systems

Education

Bachelor's degree

Two years college

Tools

RightNow CRM

MS Excel

MBSi

Job description

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.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits.

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.

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.

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.

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