Consumer Advocacy Representative I

Responsibilities:

• First point of contact for consumers via telephone.
• Provide authentication during all consumer contacts to uphold security and privacy of PII and SPII.
• Provide disclosures to consumers.
• Assist consumers in filing disputes for all products.
• Must be able to review and analyze reports and instruct the consumer on the best way to dispute a specific claim.
• Research dispute requests to ensure disputes are accurate and warranted.
• Educate consumers educating them on reports, claim information, reason codes, etc.
• Researching multiple databases for consumer’s information.
• Work with Dispute and Resolution teams to resolve consumer disputes.
• Document records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in the approved CRM (RightNow, MBSi).
• Perform other duties as assigned.

​Qualifications: 

• Bachelor’s degree holder. Good with undergrads with expectations that they are limited to certain roles in the company
• At least 2 years of BPO exp. At least 1 year with excellent communication skills
• Typing Speed: 40 words per minute.
• Willing to work on night shift schedule.
• Email correspondence experience and business writing skills is a plus.
• Knowledgeable of MS Office.
• No attendance issues.
• Willing to work on shifting schedules and work on Philippine Holidays and/or render overtime when necessary.
• Background of the US Insurance industry preferred.
• Experience in handling customer escalation.
• Must have 1-yr tenure in current function in REPH.