Customer Care Associate

HRTx Inc.; Pasig; On-site; PHP 279,000 - 446,000; Full time

Job summary

HRTx Inc. in Pasig, Philippines, seeks a Customer Care Associate I to handle inbound calls from clients’ residents, document issues, and strive for high first-call resolution while delivering empathetic service.

You will assist with policy payments, billing questions, website troubleshooting, and selected claims inquiries, using our CRM and proprietary tools to provide accurate information and timely responses.

Qualifications

• Excellent customer-service and verbal and written communication skills.
• Strong computer skills, including PC and internet-based applications.
• Ability to type at least 30 words per minute and accurately capture detailed information.

Responsibilities

• Process policyholder servicing transactions accurately and within required timelines.
• Respond to inbound calls and assist renters’ insurance policyholders with payments, billing inquiries, website navigation, and selected claims and coverage inquiries.
• Understand the internal billing system and how billing activity relates to policy coverage.
• Identify and communicate available transaction options, including payment plans and alternative payment arrangements.
• Manage time effectively to help the department meet service-level requirements and improve customer satisfaction.
• Use online reference materials to provide confident, accurate, and efficient information.
• Develop and maintain product, procedural, and technical systems knowledge.
• Use desktop tools, call-center phone systems, internet resources, and proprietary systems effectively and efficiently.
• Document customer interactions, tasks, and outcomes as required.
• Perform other duties as assigned.

Skills

Customer service

Verbal communication

Written communication

Typing 30 wpm

PC skills

Tools

CRM systems

Billing system

Job description

Role Overview

The Customer Care Associate I receives inbound calls from clients’ residents who need assistance with Insurance products. The associate responds promptly, identifies the resident’s needs, accurately documents issues in the proprietary customer relationship management system, and works toward high first-call resolution. The role supports policy payments, billing questions, website troubleshooting, and selected claims and coverage inquiries while delivering professional and empathetic service.

Primary Responsibilities

• Process policyholder servicing transactions accurately and within required timelines while following Department of Insurance regulations, external carrier guidelines, and internal policies and procedures.

• Respond to inbound calls and assist renters’ insurance policyholders with payments, billing inquiries, website navigation, and selected claims and coverage inquiries.

• Understand the internal billing system and how billing activity relates to policy coverage.

• Identify and communicate available transaction options, including payment plans and alternative payment arrangements, in accordance with established guidelines.

• Manage time effectively to help the department meet service-level requirements and improve customer satisfaction.

• Use online reference materials to provide confident, accurate, and efficient information.

• Develop and maintain product, procedural, and technical systems knowledge.

• Use desktop tools, call-center phone systems, internet resources, and proprietary systems effectively and efficiently.

• Document customer interactions, tasks, and outcomes as required.

• Perform other duties as assigned.

Required Knowledge, Skills, and Abilities

• Excellent customer-service and verbal and written communication skills.

• Strong computer skills, including PC and internet-based applications.

• Ability to type at least 30 words per minute and accurately capture detailed information.

• Previous insurance experience preferred but not required.

• Flexibility to work Contact Center hours and meet workload needs as scheduled, including overtime when required.

• Strong problem‑solving skills … etc.

…etc…