Disputes & Resolution Specialist - Consumer Advocate

Relx Plc; Iloilo; On-site; PHP 300,000 - 480,000; Full time

Job summary

Relx Plc in the Philippines seeks a Dispute and Resolution Representative responsible for managing consumer-initiated activities, including disputes, security freezes, and fraud alerts. The role involves reviewing claims to decide if disputes stay internal or escalate to external parties.

You will ensure accurate data entry into our databases, adhere to SOPs, and resolve disputes within SLA. You will transcribe consumer data from various sources and prepare reports before sending to customers.

Qualifications

• Bachelor’s degree holder or completed at least 2 years level in college (no back subjects/incomplete units)
• College graduate is preferred but not required.
• Background of the US Insurance industry preferred.
• Call center experience of at least 2 years is a MUST. Experience in handling customer escalation a plus.
• Analytical and can quickly learn process and product specifics as well as adapt to constant changing processes and tasks.
• Self-motivated with positive attitude. Ability to follow strict guidelines and standard operating procedures a MUST.
• Detail oriented with a critical degree of accuracy regarding data entry and analysis, ability to deal with confidential data.
• Must have the ability to work quickly in a fast paced environment; work well as a team member and work well independently.
• Excellent phone etiquette with outstanding Customer Service skills.
• Excellent oral and written communication skills, good interpersonal and organizational skills; ability to prioritize work and to perform multiple tasks simultaneously while adhering to deadlines.
• Email correspondence experience and business writing skills is a plus.
• Demonstrated knowledge and proficiency in Microsoft office applications.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives

Responsibilities

• Process consumer-initiated activities, which can include but is not limited to consumer disputes, front end cases such as consumer reports, Security freezes / lifts, fraud alerts, opt outs, email support queues, etc.
• Reviews claims and analyzes if disputes should be handled internally or sent externally to Fair Information Practice (FIP), Credit Bureau, or internal colleagues.
• Utilizes databases to enter disputes and Personal Identifiable Information (PII) and ensures timely completion of disputes meeting or exceeding the SLA.
• Transcribes consumer data from electronic and paper requests as well as inbound phone calls from customers into the appropriate database/support tool.
• Search consumer profile and initiates disputes based on details found on consumers reports.
• Reviews reports for accuracy and correct disclosure making final decision on which reports are sent to consumers.
• Follows strict guidelines and SOP regarding various disputes.
• Back-office processing, including but not limited to Initiating and closing disputes
• Assist the Live Team – as needed
• All other tasks assigned

Skills

Call center experience

Analytical thinking

Attention to detail

Excellent communication

Microsoft Office

Adaptability

Team player

AI tools familiarity

Education

Bachelor’s degree or 2 years college

Tools

Database entry

CRM tools

AI tools

MS Office

Job description

Relx Plc in the Philippines seeks a Dispute and Resolution Representative responsible for managing consumer-initiated activities, including disputes, security freezes, and fraud alerts. The role involves reviewing claims to decide if disputes stay internal or escalate to external parties.

You will ensure accurate data entry into our databases, adhere to SOPs, and resolve disputes within SLA. You will transcribe consumer data from various sources and prepare reports before sending to customers.