DE033282-Customer Service Associate

Accenture in the Philippines; Quezon City; On-site; PHP 240,000 - 300,000; Full time

Job summary

Accenture in the Philippines is hiring a Customer Service Associate to support Life and Disability Insurance operations from the Quezon Cyberpark Tower 3 site. The role requires handling calls, emails, and faxes, and working on-site in the Return to Office setup.

You will follow client processes, maintain data security, and escalate compliance concerns. This shift-based position includes night work and weekends off, aligning with the project schedule.

Qualifications

• At least 1 year of BPO experience, with 6 months in a contact center.
• Domain skills not required; open resources from any account (Insurance/Claims experience a plus).
• Voice proficiency at least B2.

Responsibilities

• Handle incoming calls, emails, and/or faxes for Life Insurance and Disability Insurance lines.
• Provide enrollment support, web support, medical underwriting inquiries, account maintenance, billing, and benefit administration support.
• Respond to customer inquiries with timely and accurate information.
• Follow documented processes to enhance service and reduce customer effort and operating costs.
• Utilize resources to respond accurately and understand regulatory compliance requirements; report suspicions to team lead or compliance.
• Report known or suspected data disclosures or fraud on the day of discovery.

Skills

BPO experience

Contact Center

Voice Proficiency

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;
• 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