DE031643-Customer Service Associate

Accenture in the Philippines; Quezon City; On-site; PHP 268,000 - 357,000; Full time

Job summary

Accenture in the Philippines is seeking a Customer Service Associate to handle inbound calls, emails, and faxes for Life Insurance and Disability Insurance lines, working a night shift onsite at Gateway Tower 2.

The role requires at least 1 year in BPO, with 6 months in a contact center, and values applicants with insurance/claims exposure. Voice proficiency should be at least level B2.

Qualifications

• Only applicants with the right to live and work in the Philippines are eligible to apply.
• Night shift work setup onsite at Gateway Tower 2.
• At least 1 year of BPO experience, 6 months in Contact Center.
• Insurance/Claims experience is a plus.
• Voice Proficiency - B2.

Responsibilities

• Manages incoming calls, emails, and faxes for LI and DI lines of business.
• Responds to customer inquiries with timely and accurate information.
• Follows documented client processes to enhance service and reduce effort/operating costs.
• Utilizes resources to address customer inquiries and understand compliance requirements.
• Reports known or suspected data disclosures or fraud to the Team Lead/Compliance on discovery day.

Skills

Voice Profile

BPO Experience

Contact Center

B2 Voice

Job description

RESPONSIBILITIES

• 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

• 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
  
  
  
• 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