Consumer Advocacy Representative

Responsibilities:

·       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.

·       Perform training to consumers educating them on reports, claim information, reason codes, etc…

·       Identify inadvertent and/or unauthorized reports and provide the correct report to the consumer.

·       Researching multiple databases for consumer’s information.

·       Work with Dispute and Resolution teams to resolve consumer disputes.

·       Contact customers to respond to inquiries, notify them of claim investigation results and any planned adjustments.

·       Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in the approved CRM (RightNow, MBSi).

·       Utilize databases to enter disputes and Personal Identifiable Information (PII), and ensure timely completion of disputes to meet or exceed the SLA set forth by FTC/FCRA. The objective is to minimize risk of litigation being filed against LexisNexis.

·       Perform other duties as assigned.

Qualifications:

• Bachelor's degree holder or completed at least 2 years level in college (no back subjects/incomplete units)​
• College graduate is preferred but not required.
• Background of the US Insurance industry preferred.
• Call center experience of at least 2 years is a MUST. Experience in handling customer escalation a plus.
• Analytical and can quickly learn process and product specifics as well as adapt to constant changing processes and tasks.
• Self-motivated with positive attitude.  Ability to follow strict guidelines and standard operating procedures 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.
• Excellent phone etiquette with outstanding Customer Service skills. 
• Excellent oral and written communication skills, good interpersonal and organizational skills; ability to prioritize work and to perform multiple tasks simultaneously while adhering to deadlines.
• Email correspondence experience and business writing skills is a plus.
• Demonstrated knowledge and proficiency in Microsoft office applications.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives









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