Consumer Advocacy Representative

RELX International; Manila; On-site; PHP 201,000 - 312,000; Full time

Job summary

RELX International, operating under the LexisNexis Risk Solutions Consumer Center in the Philippines, seeks a customer-focused professional to handle inbound inquiries and disputes with a strong emphasis on privacy and security. The role involves authenticating consumer information, guiding reports disputes, and maintaining detailed CRM records.

The ideal candidate has 2+ years in call center environments, excellent communication, and a proactive approach to learning and applying processes in a

Qualifications

• Call center experience of at least 2 years is a MUST.
• Excellent phone etiquette and customer service skills.
• Detail oriented with high data accuracy and ability to handle confidential data.
• Ability to follow strict guidelines and SOPs; fast-paced environment.

Responsibilities

• Serve as first point of contact for consumers via telephone.
• Provide authentication to protect PII and SPII.
• Assist consumers in filing disputes for all products.
• Review reports and guide consumers on how to dispute claims.
• Use CRM to document inquiries, complaints, and actions taken.
• Coordinate with Dispute and Resolution teams to resolve consumer disputes.

Skills

Call center experience

Customer service

Detail oriented

Excellent communication

Microsoft Office

AI tools familiarity

Education

Bachelor's degree or 2 years college

Tools

CRM RightNow

MBSi

Microsoft Office

Job description

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 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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