Insurance CSR - Hybrid Support (Night Shifts)

8003 Accenture Inc Company; Quezon City; Hybrid; PHP 312,000 - 469,000; Full time

Job summary

Accenture is seeking a Customer Service Associate in a hybrid setup requiring eligibility to work in the country. The role involves handling inbound calls for policyholders, agents, and new customers, with research to answer queries and resolve issues.

Candidates should have 12 months BPO CSR experience in insurance/finance or related fields, and be proficient in English (B2). Compliance training and performance targets are emphasized.

Qualifications

• At least 12 months of BPO CSR experience in Insurance and related fields, or 12 months in BPO CSR with financial sector experience (Personal Insurance, Personal Banking, Investment, Wealth Management).
• Voice proficiency: B2.
• Open to both BPO and non-BPO work backgrounds.

Responsibilities

• Receives inbound calls to provide customer service support to policy holders, agents, 3rd party callers and new customers.
• Conducts research through maximizing all available resources and provides the necessary information in response to queries from callers.
• Provides resolutions to caller problems and issues including researching and exploring alternative solutions.
• Creates promised solutions or after call work and escalates unresolved issues outside of his/her scope.
• Navigates through a computerized data entry system or other relevant applications.
• Manages documentation of all call information according to standard operating procedures.
• Undertakes all compliance and regulatory training in line with company requirements.
• Accountable to keeping up with process related learnings/training and meeting performance standards set by the business.

Skills

BPO CSR experience

Voice proficiency

Insurance/financial services knowledge

BPO & non-BPO background

Job description

Accenture is seeking a Customer Service Associate in a hybrid setup requiring eligibility to work in the country. The role involves handling inbound calls for policyholders, agents, and new customers, with research to answer queries and resolve issues.

Candidates should have 12 months BPO CSR experience in insurance/finance or related fields, and be proficient in English (B2). Compliance training and performance targets are emphasized.