Consumer Advocacy Representative

Accountabilities

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. 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. Educate consumers on reports, claim information, reason codes, etc. Research multiple databases for consumer’s information. Work with Dispute and Resolution teams to resolve consumer disputes. Document records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in the approved CRM (MBS, Salesforce). Perform other duties as assigned.

Technical Skills

• Excellent phone etiquette with outstanding Customer Service skills.
• Typing speed 40 words per minute....