Consumer Advocacy Representative

RELX INC; Manila; On-site; PHP 320,000 - 420,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

RELX INC in Manila is seeking a dedicated call center professional to join the LexisNexis Risk Solutions Consumer Center. You will handle consumer inquiries, verify identity, and guide dispute filing while maintaining strict privacy and data integrity.

The role requires strong communication, data accuracy, and the ability to work in shifting schedules, with country-specific benefits offered. Training on reports and tools ensures you excel in a fast-paced environment.

Qualifications

• Bachelor’s degree or 2 years of college completed; full-time completion preferred.
• US Insurance industry background is a plus but not required.
• At least 2 years of call center experience with handling escalations.
• Ability to learn processes quickly and follow SOPs meticulously.
• Strong data entry accuracy and confidentiality of information.
• Excellent phone etiquette and customer service mindset.
• Proficiency with Microsoft Office applications and email writing.
• Willingness to work shifting schedules and overtime when needed.

Responsibilities

• First point of contact for consumers via telephone.
• Provide authentication to protect PII and SPII data.
• Assist consumers in filing disputes for all products.
• Review reports and guide consumers on dispute steps.
• Research disputes for accuracy and necessity.
• Educate consumers on reports, codes, and processes.
• Maintain records of interactions in CRM systems.
• Coordinate with Dispute and Resolution teams to resolve cases.
• Respond to inquiries and communicate investigation results.
• Ensure timely dispute entry and SLA adherence.

Skills

Call center experience

Analytical

Quick learner

Attention to detail

Excellent communication

Teamwork

MS Office

Customer service

Email writing

PII privacy awareness

Shift work

Education

Bachelor's degree

2 years college completed

Tools

RightNow CRM

MBSi CRM

Job description

Manila

Full time

R119689

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.

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.

USA Job Seekers:

EEO Know Your Rights.

RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.

Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.

Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.