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Level 5 Client Account Representative

Job Category:

BPO / KPO / Shared Services

Job Level:

Professional

Open Date:

16-Aug-2021

Location:

QUEZON CITY

Close date:

31-Oct-2021

Client Overview:

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

 

Our client is a leading insurance and wealth and asset management group with global headquarters in Canada, operating regionally in Asia and the United States that 35,000 employees across the globe. Its global shared service centre in Quezon City and Lapu – Lapu City provides administrative, finance, investments, analytics, professional services, support, contact centre and information technology services to companies around the world and puts the customers at the forefront.

 

The company aims 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:

CSR Level 3/ Client Account Representative

Work Onsite

Night Shift

Finance Account

25,000 – 35,000 Salary Package

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.

 

On the Job You will:

 

  • 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

 

Nice To Haves

  • 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

Salary:

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