DE033359-Customer Service Associate

Accenture PLC; Quezon City; On-site; PHP 201,000 - 357,000; Full time

Job summary

Accenture PLC in Quezon City is seeking a Customer Service Associate to handle inquiries via phone, email, and fax for Life Insurance and Disability Insurance lines. The role operates on a night shift with weekends off, located at Quezon Cyberpark Tower 3.

The ideal candidate has at least 1 year in BPO, including 6 months in a contact center, and can navigate insurance-related processes while complying with client workflows and data security policies.

Qualifications

• At least 1 year of BPO experience, with at least 6 months in a contact center role.
• Insurance/claims knowledge is a plus but not required.
• Open to resources from any account.

Responsibilities

• Manages incoming telephone calls, emails, and/or faxes for LI and DI lines of business.
• Provides enrollment support, web support, medical underwriting inquiries, account maintenance, billing, and continuation options.
• Responds to customer inquiries with timely and accurate information.
• Follows documented processes and workflows to improve customer service and efficiency.
• Uses available resources to understand contractual and regulatory compliance requirements and reports issues promptly.
• Reports known or suspected data disclosures or fraud on discovery to a Team Lead.

Skills

BPO experience

Contact center 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;
• 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 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)

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.

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