Job Summary:
The Consumer Advocacy Representative (Spanish Bilingual) role is responsible for safeguarding consumer rights as defined by the Fair Credit Reporting Act. These responsibilities include, but are not limited to, facilitating disclosures, educating consumers about their reports, and initiating as well as resolving disputes. The position requires effective communication with consumers through inbound calls—while ensuring timely and accurate resolution of all concerns.
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.
- Work with Dispute and Resolution teams to resolve consumer disputes.
- Document records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in the approved CRM (MBS, Salesforce).
- 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 in any field or completed at least 2 years level in college (with no back subjects/incomplete units)
- Call center experience of at least 2 years is a MUST.
Must have a Language Proficiency Certificate for Spanish
- Background of the US Insurance industry preferred.
- Experience in handling customer escalation.
- Typing Speed: 40 words per minute.
- Above average to excellent verbal and written communication skills
- Willing to work on night shift schedule.
- Email correspondence experience and business writing skills is a plus.
- Knowledgeable of MS Office and MS Excel.
- Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
No attendance issues. Willing to work on shifting schedules and work on Philippine Holidays and/or render overtime when necessary.
- REPH Employee with minimum of 1-year tenure in the current role.
- Must not have received any Disciplinary Action within the past 12 months
- Must not have any Attendance and Punctuality issues in the past 12 months
- Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months
- Must have a successful or above rating in the last Enabling Performance cycle.
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