Customer Support/Ops Analyst I-5 at Remitly Canada Operations Inc.

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

26 Mar, 26

Salary

0.0

Posted On

26 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Analytical Skills, Data Entry, Attention to Detail, Communication Skills, Problem Solving, Teamwork, Self-Motivation, Adaptability, Phone Etiquette, Report Analysis, Dispute Resolution, Database Research, Business Writing, MS Office Knowledge, Confidentiality

Industry

Financial Services

Description

Job Description Accountabilities: First point of contact for consumers via telephone Provide authentication during all consumer contacts to uphold security and privacy of PII and SPII. Provide disclosures to consumers. Assist consumers in filing disputes for all products. Must be able to review and analyze reports and instruct the consumer on the best way to dispute a specific claim. Research dispute requests to ensure disputes are accurate and warranted. Educate consumers educating them on reports, claim information, reason codes, etc. Researching multiple databases for consumer’s information. Document records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in the approved CRM (RightNow, MBSi). Process consumer disputes from start to resolution. Perform outbound calls. Perform other duties as assigned. Technical Skill: Excellent phone etiquette with outstanding Customer Service skills. Soft Skills: Self-motivated with positive attitude. Analytical and can quickly learn process and product specifics as well as adapt to constant changing processes and tasks. Ability to follow strict guidelines and standard operating procedures is a MUST. Detail oriented with a critical degree of accuracy regarding data entry and analysis, ability to deal with confidential data. Must have the ability to work quickly in a fast-paced environment; work well as a team member and work well independently. Qualifications: Bachelor’s degree holder or equivalent. At least 2 years of BPO exp. Typing Speed: 40 words per minute. Willing to work on night shift schedule. Email correspondence experience and business writing skills is a plus. Knowledgeable of MS Office. No attendance issues. Willing to work on shifting schedules and work on Philippine Holidays and/or render overtime when necessary. Background of the US Insurance industry preferred. Experience in handling customer escalation. Must have 1-yr tenure in current function in REPH. Must not have received any Disciplinary Action within the past 12 months. Must not have any Attendance and Punctuality issues in the past 12 month. Must have a Successful or above rating in the last Enabling Performance cycle. We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120. Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here. Please read our Candidate Privacy Policy. We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. USA Job Seekers: EEO Know Your Rights. RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive. Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions. Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.

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Responsibilities

The Customer Support/Ops Analyst serves as the first point of contact for consumers, providing assistance with disputes and ensuring the security of personal information. Responsibilities include educating consumers, documenting interactions, and processing disputes from start to resolution.