Customer Account Assessment Analyst

Reed Elsevier Shared Services (Philippines) Inc Company; Manila; On-site; PHP 550,000 - 750,000; Full time

Job summary

Reed Elsevier Shared Services (Philippines) Inc Company in Manila is seeking a Customer Reverification and Assessment Analyst to conduct reverification reviews of existing RELX accounts, validate business legitimacy, and document findings with minimal managerial guidance.

You will handle monthly alert-list reverifications, support customers and sales partners, and maintain audit-ready records across internal systems such as MBS, MBSi, MyLexis, and GCRM, applying regulatory requirements

Qualifications

• Bachelor’s degree holder.
• At least two years of relevant experience.
• At least two years of customer service experience, including successful management of customer and sales interactions with minimal managerial involvement.
• Strong analytical, research, and decision-making skills.
• Ability to evaluate complex information, identify inconsistencies, and reach well-supported conclusions.
• Excellent written and verbal communication skills, with a professional customer-service approach.
• Strong organization, prioritization, and case-management skills, including the ability to manage concurrent assignments.
• Sound judgment, attention to detail, and commitment to consistent application of standards.
• Proficiency with Microsoft Office applications and the ability to learn specialized internal systems.
• Demonstrates curiosity, adaptability, and a willingness to leverage emerging technologies, including AI and automation tools, to improve operational efficiency and effectiveness.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
• Must be in current role for 1 year
• Must not have received any Disciplinary Action within the past 12 months
• Must not have any Attendance and Punctuality issues in the past 12 months

Responsibilities

• Perform reverification reviews for existing RELX customer accounts across products and services, documenting findings and deciding pass/fail with minimal guidance.
• Process monthly Alert List reverifications and security-related reviews with appropriate depth.
• Provide timely, professional support to customers and sales partners throughout the assessment process.
• Maintain complete, audit-ready records of each review and its final disposition using internal systems and future GRC platforms.

Skills

Analytical

Research

Decision making

Communication

Customer service

Organizational skills

Attention to detail

Learning aptitude

AI tooling

MS Office

Internal systems

Education

Bachelor’s degree

Tools

Microsoft Office

MBS

MBSi

MyLexis

GCRM

Enterprise AI tools

Job description

The Customer Account Assessment Analyst independently performs recredentialing and reverification reviews for assigned existing customers. The role applies company standards and applicable regulatory requirements consistently, evaluates business legitimacy and permissible use, documents findings, and makes well-supported account decisions with minimal managerial guidance.

Customer Reverification and Assessment

Execute assigned reverification reviews for existing RELX customer accounts across business verticals and credentialed products, including current and future products or services that provide access to Regulated Public Records or Sensitive Personally Identifiable Information (SPII). Validate business legitimacy through corporate-record research and sensitive-data searches. Locate and analyze customer contracts, product access, and stated permissible uses. Assess findings against established credentialing standards and regulatory requirements. Determine and document a pass or fail outcome with minimal managerial assistance. Manage multiple reverification projects concurrently while maintaining quality, accuracy, and timeliness.

Alert List and Security-Related Reviews

Process assigned monthly Alert List reverifications and RELX Security-related reverifications. Apply the appropriate review process, including enhanced procedures when a case requires greater depth or specialized analysis. Adjudicate findings and determine a clear, supportable pass or fail status.

Customer and Sales Support

Provide timely, professional support to customers and sales partners throughout the assessment process. Respond to phone calls and emails clearly, accurately, and courteously. Explain requirements, request needed information, and address questions with minimal managerial involvement. Maintain effective working relationships while upholding credentialing and compliance standards.

Systems, Documentation, and Account Maintenance

Maintain complete, accurate, and audit-ready records of each review and its final disposition. Use Ajax, or a future Governance, Risk, and Compliance (GRC) platform, to track documents, notes, review progress, and final status. Use internal systems such as MBS, MBSi, MyLexis, and GCRM to locate customer information and, when required, support account-access changes or downgrades. Follow documentation standards so another reviewer can understand the evidence considered, analysis performed, and decision reached.

Qualifications

• Bachelor’s degree holder
• At least two years of relevant experience.
• At least two years of customer service experience, including successful management of customer and sales interactions with minimal managerial involvement.
• Strong analytical, research, and decision-making skills.
• Ability to evaluate complex information, identify inconsistencies, and reach well-supported conclusions.
• Excellent written and verbal communication skills, with a professional customer-service approach.
• Strong organization, prioritization, and case-management skills, including the ability to manage concurrent assignments.
• Sound judgment, attention to detail, and commitment to consistent application of standards.
• Proficiency with Microsoft Office applications and the ability to learn specialized internal systems.
• Demonstrates curiosity, adaptability, and a willingness to leverage emerging technologies, including AI and automation tools, to improve operational efficiency and effectiveness.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
• Must be in current role for 1 year
• Must not have received any Disciplinary Action within the past 12 months
• Must not have any Attendance and Punctuality issues in the past 12 months

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.