Call Center Associate - Individual Retirement Contact Center

Call Center Associate - Individual Retirement Contact Center

QUALIFICATIONS:

• Voice work - Customer Service

• 1 Year Customer Service Experience in Banking, Health, or Insurance on a Voice Account

• College Graduate or Undergrad with Voice Account Experience (4-year-course graduate or undergraduate with not less than 6 months of work experience in a call center)

- Basic MS knowledge

- Strong phone and verbal communication skills along with active listening

- Customer focus and adaptability to different personality types

- Ability to multi-task, set priorities and manage time effectively

RESPONSIBILITIES:

-             Receives inbound calls to provide customer service support to policyholders, agents, 3rd party callers, and new customers

-             Conducts research by 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

-             Navigates through a computerized data entry system or other relevant applications

-             Manages documentation of all call information according to standard operating procedures

-             Undertakes all compliance and regulatory training in line with company requirements 

-             Accountable for keeping up with process-related learnings/training and meet performance standards set by the business

Additional information:

-WFH (Hybrid Set up – nearest location reporting/ once a month RTO / Night shift) (Alabang and Gateway)

-With domain experience in banking/finance/health/insurance