DE031643-Customer Service Associate

Accenture PLC; Quezon City; On-site; PHP 201,000 - 268,000; Full time

Job summary

Accenture PLC in Manila is seeking a Customer Service Associate to handle incoming calls, emails, and faxes across Life and Disability Insurance lines from Gateway Tower 2 during night shifts.

The role focuses on accurate information, adherence to client processes, and compliance awareness, with equal opportunity employment and a stable career path in a global services leader.

Qualifications

• Minimum 1 year of BPO experience, with at least 6 months in a contact center.
• Voice proficiency at least B2 level.
• No domain skills required; open to resources from any account; insurance/claims experience is a plus.

Responsibilities

• Manages incoming calls, emails, and faxes for Life Insurance and Disability Insurance lines.
• Provides enrollment, web support, underwriting inquiries, billing, and account maintenance assistance.
• Responds to customer inquiries with timely and accurate information.
• Follows documented client processes to improve service efficiency and reduce effort.
• Utilizes available resources to respond to customer inquiries accurately.
• Reports any known or suspected data disclosures or fraud to a Team Lead on discovery day.
• Escalates regulatory or compliance concerns per company policy.

Skills

Standard Voice Profile

BPO experience

Voice Proficiency - B2

Insurance/Claims experience

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

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.