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Consumer Advocacy Representative

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RELX Group

1mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Data
  • Manila
  • Quick Apply

AI generated summary

  • You must have excellent customer service, BPO experience, a degree or college education, strong phone etiquette, analytical skills, attention to detail, and be adaptable to shifts and overtime.
  • You will handle consumer inquiries, authenticate identities, assist with disputes, analyze reports, educate on claims, research databases, collaborate with teams, and document interactions in CRM.

Requirements

  • Excellent phone etiquette with outstanding Customer Service skills.
  • Self-motivated with positive attitude.
  • Analytical and can quickly learn process and product specifics as well as adapt to constant changing processes and tasks.
  • Ability to follow strict guidelines and standard operating procedures is a MUST.
  • Detail oriented with a critical degree of accuracy regarding data entry and analysis, ability to deal with confidential data.
  • Must have the ability to work quickly in a fast-paced environment; work well as a team member and work well independently.
  • Bachelor’s degree holder or at least completed 2 years in college with no back subjects.
  • At least 2 years of BPO exp.
  • 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 and MS Excel.
  • 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.

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 (MBS, Salesforce).
  • Perform other duties as assigned.

FAQs

What is the primary responsibility of a Consumer Advocacy Representative?

The primary responsibility of a Consumer Advocacy Representative is to act as the first point of contact for consumers via telephone, assisting them with inquiries, disputes, and providing necessary information related to their claims.

What qualifications are needed to apply for this position?

Applicants must hold a Bachelor's degree or have completed at least two years of college without any back subjects. Additionally, at least two years of BPO experience is required.

Is prior experience in the US Insurance industry preferred?

Yes, a background in the US Insurance industry is preferred for this role.

What technical skills are required for this position?

Candidates must have excellent phone etiquette and outstanding customer service skills.

Are there any specific soft skills required for this role?

Yes, applicants must be self-motivated with a positive attitude, detail-oriented, and able to work in a fast-paced environment, both as a team member and independently.

What type of working schedule should I expect?

The role requires a willingness to work on a night shift schedule as well as on shifting schedules during Philippine holidays, with the possibility of overtime when necessary.

Is typing speed a requirement for this job?

Yes, a typing speed of at least 40 words per minute is required.

What are the responsibilities regarding dispute management?

The responsibilities include assisting consumers in filing disputes, reviewing and analyzing reports, researching dispute requests, and working closely with Dispute and Resolution teams to ensure accurate and warranted disputes.

Do I need to have experience in email correspondence and business writing skills?

While not mandatory, experience in email correspondence and business writing skills is considered a plus for potential candidates.

How is LexisNexis committed to diversity and inclusion?

LexisNexis is an equal opportunity employer, treating qualified applicants without regard to race, color, creed, religion, sex, or any other protected characteristic as defined by law. They aim to provide a fair and accessible hiring process.

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RELX Group

A global provider of information-based analytics for professional and business customers across industries.

Technology
Industry
10,001+
Employees
1880
Founded Year

Mission & Purpose

RELX is a global provider of information-based analytics for professional and business customers across industries. We help scientists make new discoveries, doctors and nurses improve the lives of patients and lawyers win cases. We prevent online fraud and money laundering, and help insurance companies evaluate and predict risk. Our events enable customers to learn about markets, source products and complete transactions. In short, we enable our customers to make better decisions, get better results and be more productive. We do this by leveraging a deep understanding of our customers to create innovative solutions which combine content and data with analytics and technology in global platforms. RELX serves customers in more than 180 countries and has offices in about 40 countries. It employs approximately 30,000 people of whom almost half are in North America. We operate in four major market segments: Scientific, Technical & Medical; Risk & Business Analytics; Legal; and Exhibitions. Please note that RELX does not contact people through social media and offer them jobs or contracts. Please contact your local law enforcement agency if you have been victimized by a scammer. For careers, access https://www.relx.com/careers/why-relx