Account Support Analyst

Role Overview

• Manage queues in Salesforce and MBS, and complete cases, projects, and/or MBS tasks in accordance with standard operating procedures.
• Process agency onboarding, user access provisioning, and account lifecycle management, including creation, validation, updates, and deactivation of accounts.
• Maintain and update agency and underwriter information across systems with accuracy and completeness.
• Provide timely and accurate status updates to internal and external customers.
• Identify and resolve straightforward issues using standard procedures and escalate when necessary.
• Monitor workload, prioritize tasks, and demonstrate accountability in achieving productivity, quality, turnaround time (TAT), and SLA targets, ensuring alignment with overall KPIs and team performance goals.
• Support training and knowledge sharing for new or existing team members, as required.
• Attend virtual meetings, team huddles, and operational calls as required.
• Identify process improvement opportunities and support continuous improvement (CI) initiatives.
• Support digital transformation efforts, including adoption of new tools and systems and utilize approved AI tools (e.g., Copilot) to improve productivity, documentation, and task management.
• Contribute to automation initiatives by identifying repetitive tasks and supporting process enhancements.
• Participate in AI, OPEX, Agile, and process improvement projects to drive efficiency and cost savings.
• Ensure compliance with SOPs, REPH/BU policies, and operational guidelines.
• Willing to work in a graveyard shift.

Requirements

• Bachelor's degree holder or completed at least 2 years level in college (no back subjects/incomplete units)
• Demonstrates efficient and accurate typing skills in a fast-paced processing environment
• Proficient in MS Office applications (Excel, Outlook, Word, PowerPoint) with strong computer navigation skills
• Experience in operations, account support, onboarding, or case management is preferred
• Familiarity with Salesforce, MBS, or similar systems is an advantage
• Knowledgeable in AI tools and applications (e.g., AI Copilot, automation tools)
• Demonstrates a strong sense of urgency with high attention to detail
• Ability to prioritize and manage multiple tasks in a production-based environment
• Strong communication and stakeholder management skills
• Strong interpersonal and collaboration skills
• Good analytical and problem-solving skills
• Strong English reading comprehension
• Open to continuous improvement, automation, and digital transformation initiatives
• Willing to learn basic prompt engineering and AI-assisted workflows
• Can be located in either Manila or Iloilo
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
• Must be in current role for 1 year
• Must not have received any Disciplinary Action within the past 12 months
• Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months
• Must not have any Attendance and Punctuality issues in the past 12 months
• Must have a Successful or above rating in the last Enabling Performance cycle

Benefits

• country specific benefits