Researcher

IntouchCX; Manila; On-site; PHP 335,000 - 469,000; Full time

Job summary

IntouchCX is seeking a Researcher to enhance member experiences by locating and vetting childcare, parenting, aging and other support resources. The role involves contacting providers, documenting findings, and ensuring timely case handling.

The ideal candidate demonstrates excellent written and verbal communication, attention to detail, and a collaborative work ethic within a fast-paced team.

Qualifications

• Proficient with Microsoft 365 and Google applications.
• Experience with case management systems such as Salesforce or Amazon Connect preferred.
• Strong teamwork, communication, and professionalism.
• Ability to handle daily workflow and meet member case SLAs.
• Agile mindset with openness to procedure changes.

Responsibilities

• Locate potential resources using internal databases and online tools.
• Research, map, contact and pre-screen resources for member needs.
• Maintain high member satisfaction by meeting productivity and quality standards.
• Document research steps, case status, and results with accuracy.
• Take on additional responsibilities as assigned.

Skills

Microsoft 365

Google apps

case management

written & verbal comms

workflow management

SLAs adherence

agile adaptability

Tools

Salesforce

Amazon Connect (AWS)

Job description

About the role

The Researcher role is responsible for providing an unparalleled member experience by providing guidance and resources for all of life's daily distractions and major decisions. This team is responsible for locating, contacting, and vetting providers that support and assist our members. A Researcher contacts providers to assess the appropriateness of their services and determine whether those services will suit the presenting need of our member. Types of requests vary greatly from member to member, but this team specializes in helping with childcare, parenting, aging and adult care, emotional wellness, disability and neurodiversity, and home and financial resources. This position is very hands-on and requires a high attention to detail, excellent communication skills, and a high level of professionalism. A strong work ethic and a strong desire to be part of the team are critical for success.

Key responsibilities

• Ensure the needs of the members are being met by using a variety of tools (internal databases and internet/AI) to locate potential resources.

• Research, map, telephonically contact and pre-screen potential resources that meet member specific case requirements.

• Ensure member satisfaction by consistently meeting company standards for weekly case productivity and quality.

• Maintain timely, detailed, and accurate documentation regarding case research, case status, research process and results.

• Any additional responsibilities as assigned by management.

About you

• Proficient with Microsoft 365 and Google applications.

• Experienced with case management systems (i.e, Salesforce, Amazon Connect (AWS) etc.) preferred.

• Demonstrates high commitment to team members and needs of the team.

• Good communication skills, both written and verbal.

• Ability to manage the daily workflow and ensure member case SLAs are met.

• Agile with the ability to stay on top of changes to internal procedures as well as industry standards.