Consumer Disputes & Privacy Advocate

Reed Elsevier Shared Services (Philippines) Inc Company; Iloilo; On-site; PHP 300,000 - 420,000; Full time

Job summary

LexisNexis Risk Solutions Consumer Center in the Philippines is seeking a proactive call center professional to handle consumer contacts by phone, verify identity, and guide disputes across products. You will document interactions and help resolve disputes while maintaining strict privacy standards.

The role emphasizes data accuracy, CRM usage, and adherence to SLAs, with country-specific benefits offered to employees in the Philippines.

Qualifications

• Bachelor's degree or completed at least 2 years of college.
• 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 quick learner, adaptable to changing processes.
• Attention to detail with data entry and confidentiality.
• Ability to work in a fast-paced environment; both team and independent work.
• Excellent phone etiquette and communication skills.
• Proficiency in Microsoft Office; quick learning of enterprise AI tools.

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 claim.
• Research dispute requests to ensure disputes are accurate and warranted.
• Perform training to consumers educating them on reports and reason codes.
• Identify inadvertent and/or unauthorized reports and provide the correct report to the consumer.
• Researching 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 adjustments.
• Keep records of customer interactions in CRM.
• Utilize databases to enter disputes and PII, ensuring timely completion to meet SLA.

Skills

Call center

Customer service

Data entry

CRM systems

Education

Bachelor's degree

Two years college

Tools

RightNow CRM

MS Excel

MBSi

Job description

LexisNexis Risk Solutions Consumer Center in the Philippines is seeking a proactive call center professional to handle consumer contacts by phone, verify identity, and guide disputes across products. You will document interactions and help resolve disputes while maintaining strict privacy standards.

The role emphasizes data accuracy, CRM usage, and adherence to SLAs, with country-specific benefits offered to employees in the Philippines.