Job description
Kickstart your career with Accenture as a Customer Service Representative in the Insurance domain. This full-time role is based in Muntinlupa City, Metro Manila, offering a dynamic environment for growth within a global leader in consulting and outsourcing. If you have a background in financial services or BPO, you will thrive delivering exceptional support to clients navigating policies, claims, and coverage options. This position emphasizes customer empathy, accuracy, and collaboration with cross-functional teams to resolve inquiries efficiently.
As a member of our Insurance support team, you will be the primary point of contact for policyholders and partners, guiding them through complex processes with clarity and professionalism. You will also have access to ongoing training, mentoring from industry professionals, and clear pathways for advancement. The role is designed for individuals who value continuous learning and seek to develop expertise in insurance products and customer interactions within a global organization.
Why Accenture? You’ll join a diverse, inclusive culture that values customer service excellence, data privacy, and continuous learning. Competitive compensation, benefits, and a supportive work environment align with your career goals while contributing to impactful outcomes in the financial services sector. If you are motivated to deliver first-class service and grow with a world-class employer, this is the opportunity for you.
Responsibility
- Handle inbound and outbound inquiries via phone, email, and chat related to insurance policies, claims, coverage details, and billing.
- Verify customer information, document interactions in the CRM, and ensure data accuracy while protecting sensitive information.
- Explain policy terms, coverage options, deductibles, and claims processes in a clear, customer-friendly manner.
- Resolve routine and complex issues by researching, collaborating with internal teams (claims, underwriting, sales), and providing timely solutions within defined SLAs.
- Upsell or cross-sell appropriate services where appropriate and compliant, highlighting added value to customers.
- Document interactions and case resolutions thoroughly to maintain a high standard of knowledge for future inquiries.
- Escalate unresolved issues to the appropriate teams and track progress until resolution.
- Maintain up-to-date product knowledge and stay compliant with data privacy and regulatory requirements.
Qualification
- High school diploma or bachelor’s degree; 1+ year in customer service or financial services BPO preferred. Fresh graduates are welcome for selection with a strong aptitude.
- Excellent verbal and written English communication skills; clear, empathetic, and professional tone.
- Strong problem-solving, multi-tasking, and time-management abilities.
- Proficiency with CRM systems and MS Office; comfortable with data entry and documentation.
- Customer-focused attitude with a positive, can-do approach and resilience under pressure.
- Ability to work in a shift-based environment, including evenings, weekends, or holidays as needed.
- Commitment to data privacy, compliance, and quality standards.