Consumer Advocacy Representative
On-site · Iloilo, Western Visayas, Philippines
Job Summary
Consumer Advocacy Representative serves as the first point of contact for consumers via telephone, authenticates information to protect PII and SPII, and provides disclosures. The role assists consumers in filing disputes for all products, reviews and analyzes reports, instructs on dispute procedures, researches dispute requests for accuracy, educates consumers on reports, claim information, and reason codes, and documents customer interactions in CRM systems (MBS, Salesforce). Works with Dispute and Resolution teams to resolve disputes, maintains detailed records of inquiries and actions, and performs other duties as assigned. Requires strong phone etiquette and customer-service skills, attention to detail, ability to follow strict SOPs, and the capability to work quickly in a fast-paced environment both independently and as part of a team.
Required Qualifications
- Bachelor’s degree in any field or completed at least 2 years of college
- At least 2 years of BPO experience
- Typing speed: 40 words per minute
- Willingness to work night shift
- Email correspondence experience and business writing skills are a plus
- Knowledge of MS Office
- No attendance issues
- Willing to work on shifting schedules and Philippine holidays and/or overtime when necessary
- Background of the US Insurance industry preferred
- Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
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