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Senior Executive

EXL

Metro Manila, Philippines

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About the role

Essential Functions

 

  • Fraud Servicing Representative will be required to take inbound calls from Client's customer and assist them with their queries pertaining to but not limited to reasons such as generic enquiry around account restrictions / check verification, identity verification, receiving additional information and inputting information into the system
  • Problem solves, communicate, and promptly handle escalated issues requiring special handling through coordination with various internal departments to find resolution on customer query/issues/concerns
  • Manage customer expectations on timeline and resolution. Find best solutions to ensure customer requirements are met  
  • Proactively follow up on outstanding issues with internal functional areas as well as with external clients.
  • Treat customers in a consistent, courteous, and efficient manner according to quality monitoring guidelines

Primary Internal Interactions

  • Take inbound calls related to fraud related queries and provide required information as per pre-defined standard operating procedure

  • Communicating account requirements and investigation timeframes to members

  • Adhering to process guidelines and standard operating procedures to perform responsibilities and duties

  • Documenting effectively, all communications with callers

  • Treat customers in a consistent, courteous, and efficient manner according to quality monitoring guidelines

     

 

Primary External Interactions

  • Communicates effectively with customers (carriers) and demonstrates collaboration in problem solving

Skills

Core Competencies and Skill Set

 

  • Strong verbal communication skills (Overall B1– CEF)

  • Possesses good problem-solving skills (should pass critical thinking assessment) 

  • Ability to work independently and in a team environment

  • Detail oriented with excellent follow-up skills

  • Maintains effectiveness despite changes to situations, tasks, responsibilities, and people 

  • Sets own high standards of performance

  • High tolerance for stress

  • Proven record of dependability 

  • Comfortable with navigating and communicating instructions to access multiple computer applications 

  • Must be able to learn and retain a large amount of technical information in a relatively short period of time

  • Must be receptive to detailed and frequent performance feedback

  • Generally likeable demeanor and customer centric approach

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Education Requirements

  • Undergraduate - 2 years of College

  • SHS graduate - with exemption approval

     

 
Work Experience Requirements

  • At least 2 years customer service experience required (preferably from financial)