DE033282-Customer Service Associate

Freelio; Quezon City; On-site; PHP 257,000 - 379,000; Full time

Job summary

Freelio is seeking a Customer Service Associate in the Manila area to handle incoming calls and emails for Life and Disability Insurance lines. This is a Return to Office setup with night shifts, based at Quezon Cyberpark Tower 3 in Quezon City.

You will follow client processes, provide accurate information, and protect data security. A minimum of 1 year in a BPO, including contact center experience, is required, with B2 voice proficiency.

Qualifications

• At least 1 year of BPO experience, with 6 months in Kontakt/Contact center roles.
• No domain skills required; open resources from any account.
• Insurance/Claims experience is a plus.
• Voice Proficiency - B2 (clear verbal communication).

Responsibilities

• Manages incoming telephone calls, emails, and faxes for Life Insurance and Disability Insurance lines.
• Responds to customer inquiries with timely and accurate information.
• Follows documented processes and workflows to enhance customer service and efficiency.
• Reports suspected compliance issues and data disclosures per guidelines.
• Ensures data protection and flags potential fraud on discovery to supervisors.

Skills

BPO experience

Contact center experience

Voice proficiency

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 AssociateWORK SETUP: Return to OfficeRESPONSIBILITIES:• 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 ShiftProject Rest Day: Weekends OffProject/Team Location: Quezon Cyberpark Tower 3SKILL AND QUALIFICATIONS:• At least 1 yr of BPO experience, 6 months of it must be Kontakt experience• No domain skills required/Open resources from any account (Insurance/Claims experience is a plus)• Voice Proficiency - B2