Consumer Dispute & Privacy Advocate

RELX International; Quezon City; On-site; PHP 420,000 - 540,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

LexisNexis Risk Solutions Consumer Center in the Philippines is seeking a Customer Service Associate to handle initial consumer contacts, verify identities, and guide dispute processes. You will ensure privacy of PII and SPII while providing clear disclosures and accurate dispute assistance.

The role requires 2+ years in a call center, strong written and verbal communication, and the ability to learn evolving processes.

Qualifications

• Bachelor's degree holder or completed at least 2 years level in college.
• 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.
• Excellent oral and written communication skills.
• Proficiency in Microsoft Office applications.
• Ability to quickly learn and apply enterprise AI tools and technologies.

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 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.
• Research 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 any planned adjustments.
• Keep records of customer interactions in the CRM (RightNow, MBSi).
• Utilize databases to enter disputes and PII, meeting SLA requirements.
• Perform other duties as assigned.

Skills

Customer service

Communication skills

Analytical thinking

Attention to detail

Adaptability

Time management

Team player

Education

Bachelor's degree

Two years of college completed

Tools

RightNow CRM

MBSi

Job description

LexisNexis Risk Solutions Consumer Center in the Philippines is seeking a Customer Service Associate to handle initial consumer contacts, verify identities, and guide dispute processes. You will ensure privacy of PII and SPII while providing clear disclosures and accurate dispute assistance.

The role requires 2+ years in a call center, strong written and verbal communication, and the ability to learn evolving processes.