Executive

EXL Service; Metro Manila; On-site; PHP 110,000 - 165,000; Full time

Job summary

ExlService Holdings, Inc. in Metro Manila is seeking a Fraud Servicing Representative to handle inbound customer calls and assist with queries related to account restrictions, verification, and data input.

You will coordinate with internal departments to resolve issues, manage expectations on timelines, and proactively follow up on outstanding items while delivering courteous, guideline-driven service. This role emphasizes problem solving and reliable escalation handling to ensure customer

Qualifications

• Handle inbound calls from customers and assist with queries about account restrictions and verification.
• Coordinate with internal departments to resolve customer issues.
• Set accurate expectations on timelines and resolutions for customers.
• Proactively follow up on outstanding issues with internal and external stakeholders.
• Provide courteous, consistent service following quality guidelines.

Responsibilities

• Take inbound calls and assist customers with account-related inquiries.
• Escalate issues and coordinate with internal teams to find resolutions.
• Manage customer expectations regarding timelines and outcomes.
• Follow up on outstanding issues with internal and external parties.
• Treat customers with courtesy in line with quality guidelines.

Job description

Essential Functions

• Fraud Servicing Representative will be required to take inbound calls from Client's 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