Consumer Advocacy Representative

RELX International; Manila; On-site; PHP 335,000 - 580,000; Full time

Job summary

LexisNexis Risk Solutions Consumer Center in Manila is seeking a qualified Call Center Associate to serve as the first point of contact for consumers by phone. You will verify identities, protect PII/SPII, and explain disclosures while guiding customers through dispute processes.

Responsibilities include researching disputes, providing accurate report information, and ensuring timely updates in the CRM. Strong communication and meticulous data handling are essential.

Qualifications

• Bachelor's degree holder or 2 years college completed.
• US Insurance industry background is preferred but not required.
• 2+ years in a call center with handling customer escalations.

Responsibilities

• First point of contact for consumers via telephone.
• Provide authentication to protect PII/SPII and disclosures.
• Assist consumers in filing disputes for all products.
• Review reports and instruct consumers on how to dispute a claim.

Skills

Call center

Customer service

Dispute handling

PII handling

MS Office

Shift work

Teamwork

Education

Bachelor's degree

2 years college

Tools

RightNow CRM

MBSi

Microsoft Office

Job description

Job Description SummaryThis 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 necessaryWe 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 .