Call Center Associate (Hybrid)

As a member of the contact center (Call Center Associate - Individual Retirement Contact Center), you will be receiving inbound calls to provide Customer Service Support to Internal Marketing Organizations, agent, and customers.

Receives contacts from customers (calls) which are the most complex and require deviation from standard screens, scripts, and procedures. Work activities may include broker servicing, Client Policy Servicing (CPS) activities, complex claims, etc.Provides direction and guidance to less experience team members and recognizes and recommends areas needing improvement.Assist in scheduling and coordinating team activities as well as workflow and daily volume.May answer inquiries, resolve problems, and complaints, retain customers, capture compliments and promote products/services.Requires extensive knowledge of the organization, products, and/or service.Requires ability to navigate computerized data entry system or other relevant applications.Undertakes all compliance and regulatory training in line with company requirements.Is involved in QA assessments to ensure individual continuous improvement for self and others.Performs other duties as assigned by management and may assist with other department projects; may take phone calls for other contact centers when necessary providing similar customer service expected withing the department.

Qualifications

College Graduate or Undergrad with Voice Account Experience (4 year-course graduate or undergraduate with not less than 6 months work experience in a call center)At least 6 months experience or 1 year Customer Service Experience in Banking, Health, or Insurance on a Voice AccountWith Basic MS knowledgeStrong phone and verbal communication skills along with active listeningCustomer focus and adaptability to different personality typesAbility to multi-task, set priorities and manage time effectivelyAmenable to Work on a Hybrid Set-up (night-shift, Alabang/Gateway)

Responsibilities

Receives inbound calls to provide customer service support to policy holders, agents, 3rd party callers and new customersConducts research through maximizing all available resources and provides the necessary information in response to queries from callersProvides resolutions to caller problems and issues including researching and exploring alternative solutionsCreates promised solutions or after call work and escalates unresolved issues outside of his/her scopeNavigates through a computerized data entry system or other relevant applicationsManages documentation of all call information according to standard operating proceduresUndertakes all compliance and regulatory training in line with company requirementsAccountable to keeping up with process related learning/training and meet performance standards set by the business