Customer Service Analyst

Swak BPO Corp. is one of the fastest-growing BPO centers in Clark Freeport Zone. We pride ourselves on doing great work for our customers with professionalism, energy and enthusiasm. Our work environment represents a culture of dedication, stability, and teamwork. As the business expands, we seek to hire a Customer Service Analyst to join our growing company.

The Customer Service Analyst is responsible for supporting data migration, system integration, and operational processes to ensure accurate, reliable, and efficient management of client and agency data. This role collaborates with internal teams, clients, carrier partners, and sellers to maintain data integrity, facilitate agency onboarding, manage policy updates, and provide reporting that supports business operations and decision-making.

Job Responsibilities:

• Collaborate with clients, carrier partners, and the team to support data migration and system integration initiatives.
• Communicate with carrier partners and sellers to resolve data discrepancies, carrier login issues, and other operational concerns.
• Retrieve Books of Business and commission statements from multiple carrier websites and applications to validate and compare client data.
• Improve data quality by performing data cleansing activities, including duplicate removal, error correction, and data standardization to ensure accurate client records.
• Provision system access for newly acquired agencies and support onboarding activities.
• Generate operational reports to support data validation and business processes, including:

• Cross-checking and reconciliation reports.

• RNCA reports following agency data completion.

• Oversee Management and organization's Book Moves, including all activities related to policy changes.
• Map policy information from carrier websites and historical documentation to ensure accurate system records.
• Collaboration with cross-functional teams to identify, troubleshoot, and resolve system and data-related issues.
• Provide timely support for ad hoc operational requests, special projects, and process improvement initiatives.
• Maintain data accuracy and compliance by adhering to established policies, procedures, and quality standards.

Job Requirements:

• Bachelor's/College degree is preferred.
• Minimum of one (1) year of administrative, operations, or data management experience.
• Proficient in Microsoft Office Suite, particularly Microsoft Excel, Word, and Outlook.
• Strong business email etiquette and professional written skills.
• Excellent verbal and written communication skills with the ability to interact effectively with Carriers, Underwriters, and Partners.
• Experienced in handling both inbound and outbound communications.
• Strong data entry and clerical skills with exceptional attention to detail and accuracy.
• Demonstrated critical thinking and problem-solving abilities, particularly when managing complex situations.
• Knowledge of workflow compliance, operational procedures, and quality standards.
• Effective time management and organizational skills with the ability to prioritize multiple tasks and meet deadlines.
• Experience in a Business Process Outsourcing (BPO) environment is preferred.
• Experience with Applied Epic agency management software is a plus.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Strong analytical skills with a commitment to maintaining data integrity and operational excellence is a must.

Why work with Swak BPO Corp.?

• Opportunity to work with international teams and companies
• Opportunity in promotions and salary increases
• A company that provides HMO; upon reaching your second year with the company, you will get one (1) free dependent at no additional cost
• Free meals prepared and provided by the company to promote a healthy lifestyle
• Free shuttle services provided around Angeles City and nearby areas
• A recreational facility that provides comfort and entertainment for employees to unwind

*This is going to be an on-site work. Our offices are located in Clark Freeport Zone, Angeles City, Pampanga. Apply now!