Customer Care-Voice Sr. Assoc in National Capital Reg, Philippines

at Dell

ICT / Telecommunications
Customer Service
Minimum Qualification
Required Experience
1 - 3 years
Employment Type
Full Time
Male or Female
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Job Description

Incumbents of this job will perform complex rule based data conversion work across different areas in the Healthcare and Insurance domain (e.g. Life Insurance, Health Insurance, Clinical, Payer, Provider etc.) Usually these employees will be assigned to a single client process. They will interpret and analyze client data to add, delete, modify data and also find solutions to individual client problems based on moderately complex to complex business rules.

  • Add, delete modify, test data in systems based on client source files based on moderately complex to complex business rules
  • Ensures accurate and timely completion of transactions to meet or exceed client SLAs
  • Identify and resolve both regular and non-routine problems or escalate to more proficient team members
  • Apply Healthcare and Insurance domain knowledge, theoretical concepts etc. to undertake problem solving
  • Works on preparation of SOPs/ process transitions
  • Develops tactical and operational plans to achieve key milestones in the project
  • Comprehensive knowledge of a wide range of policies and procedures for the work area.
    • Integrates knowledge and experience as a skilled specialist.
    • Possesses broad knowledge of related processes, disciplines and/or technologies and their interdependencies.
    • Possesses deep technical knowledge in area of specialization.
  • Applies advanced principles, theories, concepts, and technologies as well as knowledge of related disciplines to solve problems and deliver solutions.
  • Receives general direction; work may be completed without pre-established procedures.
    •  Work guided by team requirements or department objectives.
  • Establishes own priorities within general guidelines.
    • Coordinates resources and activities as needed to achieve deadlines and results.
    • Finds ways to improve efficiency, quality and service of ongoing work.
  • May provide direction/coaching to less experienced team members.
  • May act as lead on small projects.
  • Contributes to area through the quality and efficiency of work.
    • May contribute to the area by ensuring the accuracy of others’ work.
  • Applies communication skills to interpret technical information or to provide technical advice/guidance.
    • Builds trust; explains the rationale behind processes, approaches and decisions.
    • Anticipates future needs based on past transactions.
  • Able to accurately and effectively communicate subject-matter specific and/or technical topics to an audience unfamiliar with the nuances of the discipline.
  • Allocates and delegates takes amongst employees
  • Provides operational support to employees on all phases of Financial transaction processing
  • Interacts with clients and internal departments to solve issues
  • Identifies and resolves issues around pending transactions
  • Performs quality audit on accounts


  • College Graduate
  • Minimum of 2 years Healthcare Experience in a leader role
  • Must be willing to render OT
  • Flexible and willing to learn
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