• 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
• Accepts payment and initiates disbursement requests over the phone
• Navigates through a computerized data entry system or other relevant applications
• Manages documentation of all call information according to standard operating procedures
• Process callbacks for minor requests like faxing/emailing policy information, send letters to another address or confirmation of payments received
• Undertakes all compliance and regulatory training in line with company requirements
• Accountable in keeping up with process related learnings/training and meet performance standards set by the business
• Completes customer’s transactional requests as provided by caller.
• Employs probing questions and actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation
• Demonstrates accuracy in processing changes to customer policies based on the information provided
• Actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation.

Qualifications:

• Fluency in Spanish (both spoken and written)
• BPO experience, especially in Collections or Financial accounts, is a big plus
• Willing to work in night shift schedule
• Amenable to work onsite in Eastwood, Quezon City

#wearehiring