executive

EXL; Manila; Presencial; PHP 223.000 - 357.000; Jornada completa

Descripción de la vacante

EXL in Manila is seeking a Fraud Servicing Representative to handle inbound calls from clients’ customers, assisting with account restrictions, verification, data input, and resolution per SOP.

Strong verbal communication, problem-solving, and teamwork are essential. Prior customer service experience in finance is preferred, with the ability to learn quickly and adapt to changing practices.

Formación

• Strong verbal communication with customers and colleagues.
• Problem-solving skills and ability to think critically.
• Ability to work independently and in a team environment.
• Detail-oriented with excellent follow-up skills.
• Comfortable navigating multiple computer applications.

Responsabilidades

• Take inbound calls related to fraud queries and provide information per SOP.
• Communicate account requirements and investigation timeframes.
• Adhere to process guidelines and SOPs in daily duties.
• Document all communications with callers.
• Maintain courteous, consistent service per quality guidelines.

Conocimientos

Verbal communication

Problem solving

Teamwork

Attention to detail

Stress tolerance

Dependability

Tech literacy

Learning ability

Customer-centric approach

Educación

Undergraduate - 2 years of college

Senior High School graduate with exemption approval

Descripción del empleo

Job Description:

Essential Functions

• Fraud Servicing Representative will be required to take inbound calls from Clients customer and assist them with their queries pertaining to but not limited to reasons such as generic enquiry around account restrictions / check verification, identity verification, receiving additional information and inputting information into the system
• Problem solves, communicate, and promptly handle escalated issues requiring special handling through coordination with various internal departments to find resolution on customer query/issues/concerns
• Manage customer expectations on timeline and resolution. Find best solutions to ensure customer requirements are met
• Proactively follow up on outstanding issues with internal functional areas as well as with external clients.
• Treat customers in a consistent, courteous, and efficient manner according to quality monitoring guidelines

Responsibilities

Primary Internal Interactions

• Take inbound calls related to fraud related queries and provide required information as per pre-defined standard operating procedure

• Communicating account requirements and investigation timeframes to members

• Adhering to process guidelines and standard operating procedures to perform responsibilities and duties

• Documenting effectively, all communications with callers

• Treat customers in a consistent, courteous, and efficient manner according to quality monitoring guidelines

Qualifications

Primary External Interactions

• Communicates effectively with customers (carriers) and demonstrates collaboration in problem solving

Core Competencies and Skill Set

• Strong verbal communication skills (Overall B1– CEF)

• Possesses good problem-solving skills (should pass critical thinking assessment)

• Ability to work independently and in a team environment

• Detail oriented with excellent follow-up skills

• Maintains effectiveness despite changes to situations, tasks, responsibilities, and people

• Sets own high standards of performance

• High tolerance for stress

• Proven record of dependability

• Comfortable with navigating and communicating instructions to access multiple computer applications

• Must be able to learn and retain a large amount of technical information in a relatively short period of time

• Must be receptive to detailed and frequent performance feedback

• Generally likeable demeanor and customer centric approach

Education Requirements

• Undergraduate - 2 years of College

• SHS graduate - with exemption approval

Work Experience Requirements

• At least 2 years customer service experience required (preferably from financial)

Requirements: