Escalations Analyst

RELX


Date: 3 weeks ago
City: Quezon City
Contract type: Full time
The Escalations Analyst role is acquainted to handle calls, respond to emails, and chat support in corresponding to the issues of customers. More to this, such will cater product and service information to customers, suggest and administer programs to aid customer needs, and provide trials to customers and data users.

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 (RightNow, MBSi).
  • 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.

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