DE031643-Customer Service Associate

Accenture in the Philippines; Quezon City; On-site; PHP 240,000 - 360,000; Full time

Job summary

Accenture in the Philippines is seeking a Customer Service Associate for a night shift, return-to-office setup at Gateway Tower 2. The role handles inquiries via phone, email, and fax across Life Insurance and Disability Insurance lines, following client processes and ensuring compliance.

Ideal candidates have 1+ year in BPO/Contact Center, solid voice proficiency (B2), and openness to resources from any account. Insurance experience is a plus but not required.

Qualifications

• Standard Voice Profile.
• At least 1 year of BPO experience, 6 months of it must be Contact Center.
• No domain skills required/Open resources from any account (Insurance/Claims experience is a plus).
• Voice Proficiency - B2.

Responsibilities

• Manages incoming telephone calls, emails, and/or faxes for LI/DI lines of business.
• Responds to customer inquiries with timely and accurate information.
• Follows documented processes and workflows to enhance customer service and efficiency.
• Uses available resources to understand contractual and regulatory compliance requirements and reports suspected issues.

Skills

BPO experience

Contact center

Voice proficiency

Right to live/work in country

Job description

Job Description

• ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Customer Service Associate WORK SETUP: Return to Office RESPONSIBILITIES:
• Manages incoming telephone calls, emails, and/or faxes for the following lines of business (LOB):
• Life Insurance (LI) – services include Enrollment Support, Web Support, Medical Underwriting Inquiries, Account Maintenance, Billing, Continuation Options and Benefit Administration Support
• Disability Insurance (DI) – services include Web Support, Claim Intake (Disability and FML), Absence Reporting (FML), Claim Maintenance (Extension, Dr Info, etc.), Claim Payment Inquiries (STD/LTD), Claim Approval Status.
• Responds to customer inquiries with timely and accurate information.
• Follow all documented processes and workflows provided by the client to enhance customer service and reduce customer effort/operating efficiency.
• Utilizes resources and tools to accurately respond to customer inquiries.
• Uses available resources to understand contractual and regulatory compliance requirements and reports suspected compliance issues on the day of discovery to a Team Lead, Manager, and/or the Compliance Department; and
• Responsible for reporting known or suspected data disclosures or fraud on the day of discovery to a Team Lead. OTHERS: Project Shift Schedule: Night shift Project Rest Day: Weekends Project/Team Location: Gateway Tower 2

SKILLS AND QUALIFICATIONS

• Standard Voice Profile
• At least 1 year of BPO experience, 6 months of it must be Contact Center
• No domain skills required/Open resources from any account (Insurance/Claims experience is a plus)
• Voice Proficiency - B2