Customer Service Associate

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Customer Service Associate WORK SETUP: Return to Office RESPONSIBILITIES: • Manages incoming telephone calls, emails, and/or faxes for the following lines of business (LOB): • Life Insurance (LI) – services include Enrollment Support, Web Support, Medical Underwriting Inquiries, Account Maintenance, Billing, Continuation Options and Benefit Administration Support • Disability Insurance (DI) – services include Web Support, Claim Intake (Disability and FML), Absence Reporting (FML), Claim Maintenance (Extension, Dr Info, etc.), Claim Payment Inquiries (STD/LTD), Claim Approval Status; • Responds to customer inquiries with timely and accurate information; • Follows all documented processes and workflows provided by the client to enhance customer service and reduce customer effort/operating efficiency; • Utilizes resources and tools to accurately respond to customer inquiries; • Uses available resources to understand contractual and regulatory compliance requirements and reports suspected compliance issues on the day of discovery to a Team Lead, Manager, and/or the Compliance Department; and • Responsible for reporting known or suspected data disclosures or fraud on the day of discovery to a Team Lead. OTHERS: Project Shift Schedule: Night Shift Project Rest Day: Weekends Off Project/Team Location: Quezon Cyberpark Tower 3

SKILL AND QUALIFICATIONS: • At least 1 yr of BPO experience, 6 months of it must be Contact Center experience • No domain skills required/Open resources from any account (Insurance/Claims experience is a plus)

Quezon City

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