Team Lead, Bilingual Customer Advocate - Claims & Risk

Job Description

As a Lead Bilingual Customer Advocate, Claims & Risk, you’ll be part of a team of professionals dedicated to keeping our customers connected. Leading by example and taking an hybrid position within the company. Guiding the Customer Representatives but also jumping into the job when required.
You’ll receive escalation call from customers claims and risk management providing the answers they need on everything from legal, system, organization claims from domestic and external customer of AT&T.
Roles and Responsibilities:
1) Handles telephone customer contacts concerning claims. 2) Handles high volume of detailed paper work such as damage reports, case folders, claims bills, investigative data given by the Claims Investigators, data necessary for statistical report to supervisor, monthly reports, vouchers and office logs reflecting status of claim, i.e., open/closed collection matters. 3) Maintains files of damage done by particular contractors/individuals and other statistical data. 4) Posts payments, computes and quotes balance to public. 5) Prepares and mails checks for settlement. 6) Wears a headset. 7) Receives instructions/assignments from a number of management employees. 8) Works on a job with much emphasis on accuracy and timeliness. 9) Works independently with supervisory guidance. • Lead skill to coach, lead, guide and explain to customer representatives about the system and resolution queries from the customers. • Ability to deal with a variety of customers. • Ability to explain and sustain different charges on bills. • Ability to create a sense of urgency on our customers to help them get current on their accounts. • Ability to multi-task; using a computer while wearing a telephone headset, evaluate and offer different payment options for our customers. take notes and create rapport with customers at the same time • Build relationships with the clients • Resolve the customer’s issue while on the phone to completion • Listen and respond on the phone while receiving back-to-back calls throughout your entire shift. • Need to be creative and innovative
Key Competencies and Skills:
1. Leadership Skill 2. Positive Service Orientation 3. Effective Communication & Responsiveness 4. Negotiating and Overcoming Objectives 5. Knowledge of Computers & Technology 6. Following Policies & Procedures 7. Problem Solving & Learning Orientation
Education and Qualifications:
Qualified candidate profile: • Leadership Academy completed preferred • Advanced Conversational English proficiency to communicate effectively • Experience using a personal computer and Microsoft Office products is a must • High school completion or one year of customer service, billing or collections experience preferred • Previous work in billing, collections or similar roles is an advantage.
Additional Information:
Job Offer will be determined according to each candidate ́s experience, tenure and skills. It may be different from current employees occupying same position. Requirements for internal candidates: • BPS results for the past 6 months • Perfect Attendance • Show commitment to Compliance: i.e. SPFT / Completed Audits / Audits compliance • No ”Limited” Rate on the last Appraisal results • No COBC / Suspensions / Integrity issues in the last 12 months • At least 6 months in current position • Not to be currently applying for any other position