DE033359-Customer Service Associate

8003 Accenture Inc Company; Quezon City; On-site; PHP 210,000 - 300,000; Full time

Job summary

Accenture in Quezon City is seeking a Customer Service Associate to support Life and Disability Insurance lines through a return-to-office setup. You will handle calls, emails, and faxes, ensuring accurate information and adherence to client workflows.

The role requires at least 1 year of BPO experience, with 6 months in a contact center, and (insurance/claims experience is a plus). Night shifts and a weekends-off rest schedule are noted in the program details.

Qualifications

• At least 1 year of BPO experience, with at least 6 months in a contact center.
• Open resources from any account; Insurance/Claims experience is a plus.

Responsibilities

• Manage incoming calls, emails, and 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 and workflows to enhance customer service and efficiency.
• Utilize resources to respond to customer inquiries accurately and in compliance with requirements.
• Report known or suspected data disclosures or fraud to the Team Lead/Manager/Compliance on discovery.

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;
• 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)

ABOUT ACCENTURE

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services - creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

Bring your incredible skills and join our global team of innovators. We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients. With us, you'll continue to learn and grow so you can advance in your career. Your personal dreams and ambitions are just as important to us; that's why we offer support any way we can - when you thrive, we all thrive. Explore your next step at Accenture Belong. Grow. Thrive. Join a great place to work for reinventors who drive meaningful change for our clients, communities, and the world. Wo rld. Explore your next step at Accenture