ibex

Role Description As a Bilingual Customer Service Agent, you will be responsible for assisting members with inquiries related to health insurance coverage, claims, benefits, and provider networks. You will provide support via phone, email, and chat while ensuring compliance with HIPAA regulations and company policies. What You’ll Do: - Provide guidance on provider networks, referrals and pre-authorizations. - Troubleshoot and resolve issues related to billing, payments and coverage. - Ensure compliance with HIPAA regulations when handling sensitive member information. - Collaborate with internal departments to resolve complex member concerns. - Maintain accurate records of customer interactions and resolutions in CRM systems. - Meet performance metrics such as response time, resolution rate and customer satisfaction scores. - Stay updated on policies, state regulations and healthcare industry changes. Qualifications - Previous customer service experience, preferably in healthcare or insurance. - Strong verbal and written communication skills in both English & Vietnamese. - Independent decision-making and problem-solving skills with the ability to remain calm under pressure. - Ability to handle high call/chat/email volumes effectively. - Proficiency in computer applications, including CRM and customer support platforms. - Ability to work flexible shifts, including weekends and holidays. Requirements - Must be 18 years or older. - High school diploma or equivalent. - Must be fluent in English. - Must be fluent in Vietnamese. Benefits - Paid training. - A culture that celebrates YOU. - Opportunities for growth and advancement. - A team that’s got your back.

Role Description Are you a performance-driven professional with a knack for persuasion and a passion for customer loyalty? As a Retention Specialist at ibex, you will be the front-line defense dedicated to preserving customer loyalty and driving revenue stability for Verizon/Frontier. You will step into the most critical moment in the customer lifecycle: the exact moment a customer considers leaving. We are looking for an elite communicator who thrives in a goal-oriented environment, actively neutralizes churn risks, and can turn high-stakes service interactions into revenue-generating opportunities through empathetic, consultative engagement and strategic objection handling. We’re interested in people who bring enthusiasm, resilience, and a can-do attitude. Even if you don’t meet every qualification, we encourage you to apply! We value potential just as much as experience. Responsibilities - Drive Churn Mitigation: Protect the business by consistently meeting and exceeding daily Same-Day Save Rate (SDSR) and revenue targets. - Master the "Save" Toolkit: Utilize approved retention offers, discounts, and custom plans to present tailored value propositions that match the customer's specific pain points. - Overcome Objections: Confidently navigate intense, high-friction customer conversations. View "no" as an opportunity to dig deeper using active listening, high empathy, and a professional tone. - Consultative Upselling: Identify hidden revenue opportunities during the save process by recommending upgraded plans, added lines, or value-added features that fit the customer's lifestyle. - Maintain Strict Compliance: Ensure 100% adherence to Quality Assurance (QA) standards, promotional eligibility rules, and ethical sales practices on every single call. - Accurate Data Logging: Meticulously document customer interactions, root-cause reasons for cancellation, and saved agreements within the CRM platform. Qualifications - A natural talent for overcoming objections, de-escalating tense situations, and mastering the art of negotiation. - A "growth mindset" with a proven ability to absorb actionable feedback from supervisors, implement it on the next call, and continuously elevate your performance. - A thick skin and high emotional intelligence. You treat every new call as a fresh opportunity to win, regardless of how difficult the last customer was. - Comfort navigating high-speed CRM tools, troubleshooting scripts, and account data screens simultaneously while maintaining an engaging conversation with the customer. - Strict adherence to high ethical standards, corporate privacy regulations, and exact disclosure scripts. Requirements - 1–2 years of experience in a high-volume retention, collections, outbound sales, or commission-based retail environment (Telecommunications experience is a major plus). - Proven track record of hitting strict performance metrics, quotas, or KPIs. - Exceptional verbal communication, active listening, and conflict-resolution skills. - High school diploma or GED equivalent. - Ability to work a full-time, flexible schedule (including potential weekend/evening shifts based on business needs). - For WFH candidates: A quiet, private workspace with a secure, hardwired high-speed Ethernet connection. Benefits - Competitive hourly base rate + uncapped performance-based commission tied directly to your individual save rates and sales targets. - Top-performer incentives, daily/weekly cash contests, and tier-based performance milestones. - Comprehensive benefits package, corporate perks, and fully paid telecom-specific training. What to Expect After You Apply Once your application is submitted, our talent acquisition team will review your experience. Keep an eye out for an automated email or text message outlining your next steps. Candidates moving forward will be fast-tracked to a virtual video interview to assess communication and role-play capabilities. We look forward to meeting you!

Role Description This is Work From Home & Night Shift. Our Instructional Design team is responsible for applying instructional design and development principles and processes to produce effective, engaging, and innovative programs to support our internal operations business segments. As a member of this team, you will partner to determine and propose performance improvement solutions, including training or other activities to ensure learning transfer occurs and performance gaps are met. Our design team conducts needs assessments and skills analysis for the business functions we support. We then use the analysis to design and develop training and performance-support solutions. Your primary goal is to ensure learning transfer occurs and to successfully address performance gaps. As an Instructional Designer, you will be responsible for applying various design and learning strategies, with emphasis on virtual, self-paced, and instructor-led learning. You will apply innovative and creative strategies including but not limited to: - Web-based tutorials - Documented procedures - Audio and video vignettes - Instructor-led materials - Simulations using various technology tools In this role, you may act as a learning project manager over smaller efforts or be part of a design team with focus on larger efforts that may include a dedicated learning project manager. Qualifications - Bachelor’s degree or 1-year equivalent work experience - At least 1 yr+ ID experience in a corporate/BPO setting - Proven ability to produce quality results using iterative development models and tools - Knowledge of adult learning principles and needs assessment techniques - Skill in eliciting and using knowledge and information from subject matter experts to support and/or enhance learning - Experience in conducting learning analysis - Experience in creating immersive learning concepts - Experience with Articulate Storyline, Rise, Camtasia, or equivalent online learning development tools - Proficient computer skills including Microsoft 365 products (Word, PowerPoint, Teams, etc.) - Experience with incorporating multiple media elements into learning programs including audio, video, animation, simulation, and graphics Requirements - Strong analytical skills, attention to detail, problem-solving and fact-based decision making abilities - Strong time management, planning skills and working on multiple projects at a time - Group facilitation and presentation skills - Serves as a resource to others - Can work through ambiguity - Ability to comprehend complex topics/specialized information and simplify for learner - Knowledge of how formal and informal learning experiences influence and/or support individual and group development - Knowledge of methods and techniques for defining learning and behavioral outcome statements - Skill in designing blueprints, schematics, and/or other visual representations of learning and development solutions, for example wireframes, storyboards, and mock-ups - Providing samples of your work is encouraged Internal - Relevant Common Language of Leadership (CLL) Practices: - Collaborating - Managing Ambiguity and Uncertainty - Resilience and Resourcefulness - Supporting Innovation & Creativity - Influencing Others

• Answer inbound calls and assist members with scheduling or updating transportation • Confirm member eligibility and accurately enter ride details • Address questions and resolve issues related to transportation services • Identify additional member needs and provide appropriate support • Collaborate with internal teams to resolve real-time challenges • Meet and exceed performance goals, including response time, accuracy, and customer satisfaction

• Provide guidance on provider networks, referrals and pre-authorizations. • Troubleshoot and resolve issues related to billing, payments and coverage. • Ensure compliance with HIPAA regulations when handling sensitive member information. • Collaborate with internal departments to resolve complex member concerns. • Maintain accurate records of customer interactions and resolutions in CRM systems. • Meet performance metrics such as response time, resolution rate and customer satisfaction scores. • Stay updated on policies, state regulations and healthcare industry changes.

• Provide guidance on provider networks, referrals and pre-authorizations. • Troubleshoot and resolve issues related to billing, payments and coverage. • Ensure compliance with HIPAA regulations when handling sensitive member information. • Collaborate with internal departments to resolve complex member concerns. • Maintain accurate records of customer interactions and resolutions in CRM systems. • Meet performance metrics such as response time, resolution rate and customer satisfaction scores. • Stay updated on policies, state regulations and healthcare industry changes.

Role Description This position will support customers calling for help on tracking and shipping questions for a major shipping and logistics provider. Customers may have questions on tracking assistance, shipping timelines, etc. This position offers paid training, structured development, and opportunities for long-term growth. Employees who maintain strong performance, attendance, and quality standards will be eligible to transition into additional programs and expanded responsibilities. - Manage incoming calls from customers. - Assess customer’s needs and guide the customer accordingly. - Use customer service and critical thinking skills to resolve the customers’ issues and ease their concerns. - Maintain acceptable call lengths while remaining friendly, informative and helpful. - Maintain productivity and quality standards. - Demonstrate appropriate sense of urgency for customer responses. - Escalate customer issues appropriately and correctly. - Demonstrate timely accurate and professional customer service. - Maintain a positive and professional demeanor and portray the company in a positive light. - Demonstrate knowledge and use of departmental resources, policies and procedures. - Reach campaign goals. - All other duties as assigned. Qualifications - For Candidates with Call Center Experience: must be at least high school graduate with 6 months call center experience. - For Candidates without Call Center Experience: must finish at least two years in college. - Willing to work during night shift with shifting schedule. - Responsible for own learning, development and achievement. - Team player with strong integrity. - Resourceful and has strong attention to detail. - Strong command of the English language.

Role Description We are hiring Trainers to support health benefits and member services agents in a remote environment. In this role, you will initially support training healthcare benefits representatives, and then will transition into supervisory responsibilities leading the trainees as they transition into full-time support. This position offers paid training, structured development, and opportunities for long-term growth. Employees who maintain strong performance, attendance, and quality standards will be eligible to transition into additional programs and expanded responsibilities. Responsibilities - Deliver and facilitate classroom instruction ensuring new and existing employees can perform required job duties. - Demonstrates effective communication, presentation, media applications, questioning, conflict resolution, and employee management skills. - Lead, inspire and provide positive and constructive coaching and feedback to learners. - Ability to address attendance, adherence and behavioral issues and understand when to escalate to a manager or human resources. - Ability to prioritize workload, complete reporting/administrative tasks during learner's self-study or small group exercises to meet deadlines with minimal overtime. - Administer effective evaluation and testing techniques to assess trainee performance. - Assure preparation of the instructional classroom (physical or virtual), including PC configurations, network connectivity, audio-visual equipment, props and other training supplies or tools. - May be responsible for training other trainers on facilitation skills, client training or other training requirements within current program/site or other programs/sites as a facilitation expert. - Become a subject matter expert and may assist with development of training materials. - Review and analyze course materials including instructional manuals, learning aids, job aids, and learning evaluations such as quizzes and tests for accuracy and report required updates as applicable. - Provide training reports, including classroom progress, individual agent progress, and other performance tracking as requested by management. - Reviews training programs for completeness and accuracy, recommending revisions or additions when necessary to improve production performance. - May perform other additional duties and responsibilities as assigned. Qualifications - High school diploma or equivalent; Associates Degree (A.A.) or the equivalent from a two-year college or technical school preferred. - Minimum one year experience in call center environment. Requirements - Flexible work schedule, ability to train nights, days and weekends with training shift varying from class to class or when covering another trainer as back-up. - Subject matter expert for current client. - Demonstrate strong knowledge of curriculum and ability to facilitate curriculum. - Strong leadership skills and be able to escalate issues and motivate others for timely resolution with little or no direction. - Strong computer and software navigation skills including ability to troubleshoot basic technical issues. - The use of Microsoft Office, as an advanced user of the tools, primarily Excel and PowerPoint are required. - Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Working Conditions - This role routinely uses standard office equipment such as computers, phones, photocopiers. - While performing the duties of this job, the employee is regularly required to talk or hear. - The employee frequently is required to stand; walk; sit; use hands to point, handle or feel; and reach with hands and arms. - Specific vision abilities required by this job include close vision, and ability to adjust focus. - This is a full time position. Trainers must be willing to work all shifts, overtime, holidays and emergency shifts as required. Commitment To Ethics And Equal Employment Opportunity ibex is proud to be an equal employment opportunity employer. ibex is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law.

Role Description This is a Work From Home position tagged in Shaw, Mandaluyong site & Night Shift. Experience with Articulate Storyline and corporate/BPO setting is required. Our Instructional Design team is responsible for applying instructional design and development principles and processes to produce effective, engaging, and innovative programs to support our internal operations business segments. As a member of this team, you will: - Partner to determine and propose performance improvement solutions, including training or other activities to ensure learning transfer occurs and performance gaps are met. - Conduct needs assessments and skills analysis for the business functions we support. - Design and develop training and performance-support solutions. - Ensure learning transfer occurs and successfully address performance gaps. As an Instructional Designer, you will: - Apply various design and learning strategies, with emphasis on virtual, self-paced, and instructor-led learning. - Use innovative and creative strategies including web-based tutorials, documented procedures, audio and video vignettes, instructor-led materials, and simulations using various technology tools. - Act as a learning project manager over smaller efforts or be part of a design team focused on larger efforts that may include a dedicated learning project manager. Qualifications - Bachelor’s degree or 1-year equivalent work experience. - Proven ability to produce quality results using iterative development models and tools. - Knowledge of adult learning principles and needs assessment techniques. - Skill in eliciting and using knowledge and information from subject matter experts to support and/or enhance learning. - Experience in conducting learning analysis. - Experience in creating immersive learning concepts. - Experience with Articulate Storyline/Rise, Camtasia, or equivalent online learning development tools. - Proficient computer skills including Microsoft 365 products (Word, PowerPoint, Teams, etc.). - Experience with incorporating multiple media elements into learning programs including audio, video, animation, simulation, and graphics. Requirements - Strong analytical skills, attention to detail, problem-solving and fact-based decision-making abilities. - Strong time management, planning skills and ability to work on multiple projects simultaneously. - Group facilitation and presentation skills. - Ability to serve as a resource to others. - Ability to work through ambiguity. - Ability to comprehend complex topics/specialized information and simplify for learners. - Knowledge of how formal and informal learning experiences influence and/or support individual and group development. - Knowledge of methods and techniques for defining learning and behavioral outcome statements. - Skill in designing blueprints, schematics, and/or other visual representations of learning and development solutions, such as wireframes, storyboards, and mock-ups. - Providing samples of your work is encouraged. Internal Relevant Common Language of Leadership (CLL) Practices - Collaborating - Managing Ambiguity and Uncertainty - Resilience and Resourcefulness - Supporting Innovation & Creativity - Influencing Others

Role Description We are hiring Customer Service Agents to support health benefits and member services in a remote environment. In this role, you will initially support high-volume Open Enrollment activities and transition into ongoing customer service support across multiple channels. This position offers paid training, structured development, and opportunities for long-term growth. Employees who maintain strong performance, attendance, and quality standards will be eligible to transition into additional programs and expanded responsibilities. What You’ll Do - Assist members with: - Benefits, enrollment, and plan education - Coverage, claims, billing, and payments - Provider networks, referrals, and pre-authorizations - Accurately process enrollments and update member information - Troubleshoot and resolve customer issues efficiently - Navigate multiple systems while interacting with customers - Maintain accurate records in CRM systems - Ensure compliance with HIPAA and company policies - Collaborate with internal teams to resolve complex concerns - Meet performance metrics including quality, productivity, and customer satisfaction - Stay current on healthcare policies, benefits, and system updates Qualifications - Must be 18 years or older - High school diploma or equivalent - At least 1 year of customer service experience (call center preferred) - Strong verbal and written communication skills - Ability to explain complex information clearly - Basic computer skills (typing, system navigation, multi-tasking) - Ability to work in a fast-paced, high-volume environment - Strong problem-solving and decision-making skills - Reliable attendance and punctuality Requirements - Flexible availability required, including evenings, weekends, and holidays - Overtime may be available during peak periods - 100% remote - Quiet, distraction-free workspace required - Reliable high-speed internet required Benefits - Paid training - Opportunities for career growth and development - Supportive team environment - Valuable experience in healthcare and customer service Company Description Ibex is where your career journey starts with energy, teamwork, and endless opportunities! Whether you're just starting out or ready for something new, we’ve got your back with paid training that sets you up for success. Our vibrant team thrives on support, good vibes, and leaders who truly listen. You’ll make real connections, build new skills, and grow your career in a place that celebrates you.