Call Center Associate (Hybrid)

As a member of the contact center (Call Center Associate - Individual Retirement Contact Center), you will be receiving inbound calls to provide Customer Service Support to Internal Marketing Organizations, agent, and customers.

Receives contacts from customers (calls) which are the most complex and require deviation from standard screens, scripts, and procedures. Work activities may include broker servicing, Client Policy Servicing (CPS) activities, complex claims, etc.Provides direction and guidance to less experience team members and recognizes and recommends areas needing improvement.Assist in scheduling and coordinating team activities as well as workflow and daily volume.May answer inquiries, resolve problems, and complaints, retain customers, capture compliments and promote products/services.Requires extensive knowledge of the organization, products, and/or service.Requires ability to navigate computerized data entry system or other relevant applications.Undertakes all compliance and regulatory training in line with company requirements.Is involved in QA assessments to ensure individual continuous improvement for self and others.Performs other duties as assigned by management and may assist with other department projects; may take phone calls for other contact centers when necessary providing similar customer service expected withing the department.

Qualifications

College Graduate or Undergrad with Voice Account Experience (4 year-course graduate or undergraduate with not less than 6 months work experience in a call center)At least 6 months experience or 1 year Customer Service Experience in Banking, Health, or Insurance on a Voice AccountWith Basic MS knowledgeStrong phone and verbal communication skills along with active listeningCustomer focus and adaptability to different personality typesAbility to multi-task, set priorities and manage time effectivelyAmenable to Work on a Hybrid Set-up (night-shift, Alabang/Gateway)

Responsibilities

Receives inbound calls to provide customer service support to policy holders, agents, 3rd party callers and new customersConducts research through maximizing all available resources and provides the necessary information in response to queries from callersProvides resolutions to caller problems and issues including researching and exploring alternative solutionsCreates promised solutions or after call work and escalates unresolved issues outside of his/her scopeNavigates through a computerized data entry system or other relevant applicationsManages documentation of all call information according to standard operating proceduresUndertakes all compliance and regulatory training in line with company requirementsAccountable to keeping up with process related learning/training and meet performance standards set by the business

BRAVISSIMO RESOURCING, INC. (BRISOLUTIONS)Effective People Solutionswww.brisolutions.phOur CompanyBRISOLUTIONS is a professional human resources company providing: Manpower Contracting,HR Consulting, Recruitment Process Outsourcing, Staff Augmentation and Executive Search,Personnel Outsourcing and Placements.Our Management TeamBRISOLUTIONS is being managed and operated hands-on by the seasoned professionals of thehuman resources industry, and finance, audit and accounting practices.Jennifer Gutierrez or Jenny has twelve years of executive management experience andspecializes in Labor Law, Organization Development and all human resources functions. Shepioneered a premier recruitment and consulting company. She has a Finance Diploma at AsianInstitute of Management and has masteral units in Organization Development. She is activemember of the People Management Association of the Philippines (PMAP).Manolito Manalo or Noli has more than twenty two years of professional experience in the areasFinance, Audit, Tax and Accounting which covers a broad range of global and domesticinstitutions, small and medium enterprises and multi-national companies in the public andprivate arena. He is a Philippine Certified Public Accountant and a Chartered BusinessAdministrator of Canada.Our Client Service Team is composed of seasoned senior management consultants andthoroughly trained executive recruitment consultants geared to deliver value to clients.Our ClientsBRISOLUTIONS is proud and happy of its loyal and satisfied clients from different industries likeIT, Construction, Hospitality, BPO, Education, Professional Services, Real Estate, and Pharmaceutical.We have new clients coming from Beverage, Manufacturing, Direct Selling, Multi-Level Marketing, Utilities and Banking Industry.Our AccreditationBRISOLUTIONS is accredited by Department of Labor and Employment and duly registered withSecurities and Exchange Commission, Bureau of Internal Revenue and Government ofMandaluyong City, and has compliant status with Social Security System, Philippine HealthInsurance Corporation and Home Development Mutual Fund or Pag-IBIG.