* Handles basic to critical accountabilities in Customer Care, Service Fulfillment, and Complaints Management. This comprises creating and providing quotations for new services, payment processing, coordination of policy issuance, email communication, claims follow-ups and escalations, * Ensures First Call Resolution is observed and prompt resolution is carried out through effective communication and coordination with the stakeholders and correct business unit via email, phone conversation, and transaction documentation.

* Ensures proper assessment and profiling of the customer's info is done to offer a more tailor-fit and realistic solution to the customer's financial situation and future needs.* Contributes to AXA's sales growth through the value-creation of AXA products, investment diversification, and effective product presentation appealing to the customer’s wants and needs.

* Assists the Editor-in-Chief in running email marketing campaigns, managing email databases, and creating newsletters.* Cultivates prospect relationships by initiating communications and touching base with prospective ad sponsors to move opportunities through the sales funnel* Helps produce and create product reviews, and media kits

* Liaises with Community Managers and Line Carriers for property inventory, site visits, line migration scheduling, account disconnection, and other property changes.* Creates spreadsheet report to enable proper auditing of charges to the company's clients

* Point of contact for online processing of Automated Credit Dispute Verifications and Automated Universal Data forms via e-OSCAR (Online Solution for Complete and Accurate Reporting) and removal of disputed accounts from Experian, Equifax, and Transunion.* Ensures accurate record-keeping with proactive attention to client information updates.

* Main point of contact for internal/external calibration and 2nd level disputes with stakeholders* Creates daily, weekly, and monthly error and performance reporting* Facilitates presentation of monthly team performance with the Operations Team* Develops, implements performance improvement strategies, and plans to promote continuous improvement* Ensures Service Level Agreement adherence through collaboration with stakeholders to achieve target results and reporting of error feedback.

* Analyzes quality measurement data and conducts root cause analysis to identify issues and performance gaps with the agents.* Performs internal and external calibration with stakeholders to ensure performance consistency during scoring and agent evaluation * Conducts gate certification for new hires * Leads process improvement projects to help Operations meet and exceed quality standards.

* Maximizes calls by negotiating for full payment or partial upfront payment from customers.* Works with customers in creating realistic debt repayment plans based on current financial conditions to promote payment commitment and plan adherence.* Monitors accounts for compliance with established payment plans and flagged non-compliance.

* Verifies and double checks customer's Details of Participation and qualification to attend the 90-minute Timeshare presentation* Point of contact for last-minute queries and confirmation of customers' commitment to attending the presentation.

* Increases debt collection payments by counseling debtors on payment options and creating realistic payment schemes for customers with financial difficulty. * Maximizes opportunities for payment collections by conducting at least 70-80 collection calls per day to negotiate for upfront payment.

* Addresses non-conformance issues and corrects critical errors through one-on-one or triad coaching.* Collaborates with the Management Team to provide training on improved processes and assists with the creation and maintenance of quality assurance procedure documentation.

* Conducts daily scrums to advise the team about new updates, rolling out program policies, and team standing.* Works with the Customer Service Team to handle escalated customer issues, inbound sales calls, product queries, and complaints.

TRAININGS / CONTINUING EDUCATION* Leadership Skills for New Supervisors* Coaching in the Workplace* Data Privacy - What It Means and Why It Matters* Effective Business Writing* Presentation Dynamics* Cultivating a High-performance Project Team* First Things First* Coach with Confidence* Personal Responsibilities - Living the Code; Avoiding Insider Trading* Health Insurance Portability and Accountability Act* Fair Debt Collection Practices Act* HIPAA