DE033483-Customer Service Associate

Accenture PLC; Quezon City; On-site; PHP 279,000 - 424,000; Full time

Job summary

Accenture PLC in Quezon City, Philippines seeks a Customer Service Associate for a night shift, return-to-office setup. The role involves handling Life Insurance and Disability Insurance lines, responding to inquiries, and following client workflows to improve service efficiency.

Applicants must have at least 1 year in BPO, with 6 months in a contact center. Voice proficiency at B2 level is required, with no domain skills necessary.

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.

Responsibilities

• Manages incoming calls, emails, and/or faxes for LI and DI lines.
• Responds to customer inquiries with timely and accurate information.
• Follows documented processes to enhance service and reduce customer effort.
• Utilizes resources to respond to inquiries and understand compliance requirements.
• Reports suspected data disclosures or fraud to a 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 City, Cyberpark Tower 3

SKILLS 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

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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