Customer Service for Claims & Insurance Account (Accenture Cebu)  

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Customer Service Representative – Group Life and Disability Insurance:

• Manages incoming telephone calls, emails, and/or faxes for the following lines of business:

1. Life Insurance (LI) – services include Enrollment Support, Web Support, Medical Underwriting Inquiries, Account Maintenance, Billing, Continuation Options and Benefit Administration Support
2. Disability Insurance (DI) – services include Web Support, Claim Intake (Disability and FML), Absence Reporting (FML), Claim Maintenance (Extension, Dr Info, etc.), Claim Payment Inquiries (STD/LTD), Claim Approval Status

• Responds to customer inquiries with timely and accurate information;
• Follows all documented processes and workflows provided by the client to enhance customer service and reduce customer effort/operating efficiency;
• Utilizes resources and tools to accurately respond to customer inquiries;
• Uses available resources to understand contractual and regulatory compliance requirements and reports suspected compliance issues on the day of discovery to a Team Lead, Manager, and/or the Compliance Department; and
• Responsible for reporting known or suspected data disclosures or fraud on the day of discovery to a Team Lead

Qualifications:

• Graduate of any college degree or holds a High School Diploma with at least 12 months of work experience
• Minimum of 6 months Contact Center experience preferably in a customer service-facing role
• Working knowledge of Life and Disability insurance management process and ability to interpret and apply member contracts and benefits is an advantage
• Excellent written and verbal communication skills in English
• Excellent computer navigation and data organizational skills with ability to learn new systems, tools, applications
• Critical thinking skills or ability to gather and analyze facts/data to make a decision from judgment
• Ability to multi-task: effectively rotate concentration smoothly and entirely from one activity to another
• Strong attention to detail and time management skills
• Willing to work in Accenture Cebu
• Willing to go back on-site once recalled