Davao Finance - Customer Experience Advisors - January 2026 at VXI Global Solutions

Davao City, Davao Region, Philippines -

Full Time

Start Date

Immediate

Expiry Date

31 Mar, 26

Salary

0.0

Posted On

01 Jan, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Empathy, Problem-Solving, Active Listening, Critical Thinking, Multitasking, English Proficiency, Professional Etiquette

Industry

Outsourcing and Offshoring Consulting

Description

It's fun to work in a company where people truly BELIEVE in what they are doing! We're committed to bringing passion and customer focus to the business. Key Responsibilities Answer Calls: Address billing, coverage, and provider questions. Ensure Compliance: Follow security and verification protocols. Use Resources: Leverage our knowledge management system for accurate solutions. Document Thoroughly: Record all call details in the CRM. De-escalate Issues: Calmly handle upset callers and offer solutions. Meet Targets: Achieve or exceed quality and efficiency goals. What Kind of Calls Will You Take? A Day in the Life of a Customer Service Advocate – You’ll be able to confidently address these scenarios after the training you’ll receive. Explaining Plan Details You might speak to someone like David, a 30-year-old independent contractor who purchased a health plan through the Marketplace. He’ll need guidance on his deductible, co-pay, and out-of-pocket expenses. You’ll verify his information, review his specific plan details, and clearly explain each cost parameter so he fully understands his coverage. Finding In-Network Providers -- retain You could also help Sara, a single mother of two in her early 40s who has diabetes and needs to confirm there’s an in-network provider specializing in diabetic care. You’ll verify Sara’s identity, use the tools provided to research her local area for suitable providers, and present the best options based on her needs. Verifying Prescription Coverage Another call might come from Bill, a 55-year-old unemployed individual who isn’t eligible for Medicare/Medicaid and has purchased coverage through the Marketplace. He’ll need to check if his medications are covered. After verifying Bill’s info, you’ll walk through each medication to confirm coverage and discuss alternatives or next steps if any aren’t covered. Assisting Upset Customers Finally, you might speak with Phyllis, a 20-something who’s frustrated with her basic health plan and wants to cancel her insurance. You’ll verify her account, use probing questions to uncover her concerns, then explain her plan’s benefits and potential adjustments to help her make a fully informed decision about her coverage. In each interaction, you’ll practice active listening, empathy, and problem-solving skills, ensuring every caller feels heard and supported. Your goal is to provide clear, accurate information, address any concerns, and leave members confident in the solutions you’ve provided. What We’re Looking For 6+ Months of Customer Service Experience Required: Prior call center or healthcare/insurance experience is highly preferred. Strong English Proficiency: Able to read, speak, and understand English fluently, especially for complex health-related discussions. Empathy & Patience: Comfortable addressing sensitive issues and de-escalating upset callers with compassion. Critical Thinking & Problem-Solving: Proven ability to analyze situations and provide practical solutions. Computer & Multitasking Skills: Capable of navigating multiple systems while engaging with callers. Experience with KPIs: Familiarity with performance targets such as quality, customer satisfaction, and handle time. Active Listening: Skilled at paraphrasing caller concerns to ensure clarity and effective resolution. Proactive, Solutions-Oriented Approach: Eager to help, anticipating member needs and offer next steps. Professional Etiquette: Courteous, dependable, and reliable demeanor Compensation & Perks Salary Package: Lucrative offer plus pay for performance. Comprehensive Benefits: Full health insurance package including medical, dental, and vision coverage as early as Day 1. Comprehensive Training: Paid training to ensure you are fully prepared for success. Career Growth: Opportunities for career advancement and professional development within a leading healthcare provider pioneering in Davao. Inclusive Culture: We are an Equal Opportunity Employer, fostering diversity where all individuals are valued and respected. Ready to Make a Difference? If you’re motivated by the opportunity to help people live healthier lives and you’re driven to provide top-notch customer service, we want to hear from you! VXI genuinely empowers local communities across entire Mindanao by creating extremely meaningful livelihoods and simultaneously supporting truly sustainable growth. Being a proud partner of the local government, we are dedicated to helping shape brighter futures. Together, we encourage stronger, more connected communities. Apply now and let’s create positive experiences—one call at a time. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! VXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, and the Caribbean. We deliver omnichannel and multilingual support, software development, quality assurance, CX advisory, and automation & process excellence to the world's most respected brands. VXI is one of the fastest growing, privately-held business services organizations in the United States and the Philippines and one of China's few US-based customer-care organizations. Private equity investor Bain Capital also backs VXI. Our initial partnership ran from 2012 to 2016 and was the beginning of prosperous times for the company. During this period, VXI expanded our footprint in the US and Philippines and gained ground in the Chinese and Central American markets. We also acquired Symbio, expanding our global services offering and enhancing our competitive position. In 2022, Bain Capital re-invested in the organization after completing a buy-out from Carlyle. This rare occurrence in the private equity space shows the performance VXI delivers for our clients, employees, and shareholders. Not finding the right fit? Let us know you're interested in a future opportunity by clicking Get Started below or create an account by clicking 'Sign In' at the top of the page to set up email alerts as new job postings become available that meet your interest!

Responsibilities

Customer Experience Advisors will address billing, coverage, and provider questions while ensuring compliance with security protocols. They will document call details, de-escalate issues, and meet performance targets.