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Client Account Representative L3 (UP Technohub, Quezon City)

Job Category:

BPO / KPO / Shared Services

Job Level:

Professional

Open Date:

17-Jun-2021

Location:

QUEZON CITY

Close date:

31-Jul-2021

Client Overview:

About our client

Discover amazing career opportunities with a company that is all about helping people achieve their dreams and aspirations!

Our client is a global shared service centre providing finance, investments, contact centre, information technology, underwriting, actuarial, administrative and marketing services to companies around the world. They are a leading financial services group who puts customers’ needs first by providing the right solutions on areas such as insurance, financial advice and wealth and asset management.

With the company’s global headquarters in Canada and principal operations in Asia and the United States, they have served customers for more than 100 years and currently employs more than 35,000 resources. They aim to attract, develop and retain a diverse workforce and to foster an inclusive work environment that embraces the strength of cultures and individuals. 


Client Industry:

BPO

Job Description and Qualification:

Job Summary:
  • A Client Account Representative manages a full block of clients and provides high-quality service and problem-solving support on the full range of clients’ contract-coverages and issues which requires broad business knowledge and quick thinking.  One is expected to have excellent verbal communication and business writing skills necessary to build good relationships with clients, Plan Sponsors, HR, Trustees, Brokers and Third Party Administrators.
Job Description:
  • Resolve or negotiate “win-win” solutions to client issues directly or by consulting with appropriate resources       
  • Document and track significant client discussions or complaints; maintain current client contract records and follow-up as appropriate         
  • Recognize and devote special attention to endangered/pampered cases
  • Ensure all members of customer base are informed of significant issues
  • Provide new and ongoing client orientation and education by:  setting expectations, discussing working relationship, advise of new product features and ensure understanding of proper procedures to follow
  • Identify trends and patterns of client issues and escalate to appropriate person
  • Provide quality client administration by processing all standard financial transactions on assigned caseloads         
  • Monitor, control and minimize outstanding suspense account items
  • Contribute to the work systems improvement of the department by identifying barriers and providing input to solutions
Advantages:
  • Experience in handling VIP/High profiled customers and/or escalations
  • Experience as a subject matter expert, floor support
  • Experience in handling complex transactions that requires thorough investigation and detailed specific resolution
Qualifications:
  • At least 2 years in college with 2 years of solid relevant experience in the BPO industry; Bachelor’s degree holder
  • Background in handling financial account related to retirement annuities, investments, insurance, etc.
  • Willing to work on night shift
  • Ability to converse effectively using the English language
  • Amenable to work in UP Technohub, Quezon City