Senior Executive

EXL Service; Metro Manila; On-site; PHP 279,000 - 391,000; Full time

Job summary

ExlService Holdings, Inc. is seeking a Fraud Servicing Representative in Metro Manila to handle inbound customer calls, resolve queries, and input data into our system. You will coordinate with internal departments to find timely solutions and proactively follow up on outstanding issues with clients.

The role requires strong communication, problem-solving, and customer service skills, with a focus on delivering courteous and efficient support.

Qualifications

• Inbound call handling experience with customer service focus
• Strong problem-solving and escalation management abilities
• Excellent communication and empathy when addressing customer concerns
• Ability to manage expectations and provide timely resolutions
• Coordination skills across internal teams and with clients

Responsibilities

• Handle inbound calls from customers and assist with queries (e.g., account restrictions, check verification, identity verification)
• Input customer information into the system and ensure data accuracy
• Coordinate with internal departments to resolve complex customer issues and escalate when necessary
• Proactively follow up on outstanding issues with internal teams and external clients
• Maintain courteous, consistent service aligned with quality monitoring 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