DE033282-Customer Service Associate

Accenture PLC; Quezon City; On-site; PHP 240,000 - 360,000; Full time

Job summary

Accenture Philippines is seeking a Customer Service Associate for the night shift on a Return to Office setup in Quezon City. The role handles inbound calls, emails and faxes across Life Insurance and Disability Insurance lines, ensuring accurate information and adherence to client processes.

The ideal candidate has at least 1 year in BPO with 6 months in a contact center, and possesses voice proficiency at B2. Compliance reporting is also part of the duties.

Qualifications

• At least 1 year of BPO experience, with a minimum of 6 months in a contact center.
• Voice proficiency at level B2 or higher.
• No domain-specific skills required; open to resources from any account (Insurance/Claims a plus).

Responsibilities

• Manages incoming telephone calls, emails and faxes for LI and DI lines.
• Responds to customer inquiries with timely and accurate information.
• Follows documented processes and workflows to enhance service and reduce effort.
• Uses tools to respond accurately to customer inquiries and maintain compliance awareness.
• Reports known or suspected data disclosures or fraud on discovery to the team lead or compliance department.

Skills

BPO experience

Contact Center experience

Voice proficiency (B2)

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;
• Follows 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 Off
• Project/Team Location: Quezon Cyberpark Tower 3

SKILL AND QUALIFICATIONS

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

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.

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