Consumer Advocacy Representative

RELX International; Iloilo; Presencial; PHP 201.000 - 335.000; Jornada completa

Descripción de la vacante

LexisNexis Risk Solutions Consumer Center in the Philippines (Iloilo) is seeking a professional to join our contact center team. You will be the first point of contact for consumers by phone, perform authentication to protect personal information, and provide disclosures and dispute filing assistance.

The role requires strong communication, data entry accuracy, and the ability to review reports, guide disputes, and collaborate with dispute and resolution teams to resolve issues.

Formación

• Bachelor's degree or two years of college completed.
• US Insurance industry background preferred.
• Minimum 2 years of call center experience; handling escalations a plus.
• Analytical, quick learner, able to adapt to changing processes.
• Detail oriented with high data entry accuracy.
• Excellent phone etiquette and strong written and verbal communication.
• Proficient in Microsoft Office.
• Ability to learn and apply AI tools in workflows.

Responsabilidades

• First point of contact for consumers via telephone.
• Provide authentication 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 consumers 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 codes.
• Identify inadvertent/unauthorized reports and provide correct report to consumer.
• Research multiple databases for consumer information.
• Work with Dispute and Resolution teams to resolve disputes.
• Contact customers to respond to inquiries and notify investigation results.
• Keep records of interactions in CRM (RightNow, MBSi).
• Enter disputes and PII in CRM and meet FTC/FCRA SLA.
• Perform other duties as assigned.

Descripción del empleo

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

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