Claims Officer

QBE Group Shared Services Centre; Cebu City; On-site; PHP 260,000 - 480,000; Full time

Job summary

QBE Group Shared Services Centre in the Philippines seeks a frontline customer service professional to manage inquiries across media and resolve concerns, while keeping service levels within target. You will respond to claims queries, triage transfers to the correct department, and support claims handlers with required actions.

The role requires a Bachelor's degree, strong English communication, and good analytical and negotiation skills.

Qualifications

• Bachelor's Degree or equivalent combination of education and work experience.
• Experience in customer service or contact center is preferred.
• Strong written and verbal English communication skills.

Responsibilities

• Handle frontline customer contacts via multiple media and resolve concerns.
• Adhere to QBE policies, procedures and regulations.
• Triage calls and transfer to the appropriate department or claims handler.
• Provide feedback to claims handler on required actions.
• Maintain effective communication with customers and document interactions.
• Identify recovery opportunities on claims and flag potential fraud.
• Support fast-track settlements when invoices are available.

Skills

Customer service

English communication

Analytical thinking

Negotiation

Claims knowledge

Teamwork

Education

Bachelor's Degree

Tools

MS Office

Job description

Job Description:

Primary Details: Time Type: Full timeWorker Type: EmployeeThis role is responsible for managing frontline customer contacts (various media) and undertaking the appropriate action to resolve the customer’s concern (respond to simple queries, transfer call to correct department, triage call to claim handler). This role is responsible for keeping service levels within target.

Primary Responsibilities

• Ensure compliance with QBE policies, procedures and relevant legislations and regulations
• Ensure compliance within delegated authority limits
• Adherence to triage/ transfer guidelines
• Provide feedback to claims handler on necessary action/ activity on claim
• Maintain effective communication with customers
• Accurately and completely respond to customer’s queries on claims/ on a specific claim
• Settle fast track claims where invoices are already made available by customer at the onset.
• Identify recovery opportunities on claims
• Identify suspicious or potentially fraudulent claims in accordance with QBE fraud indicators. Refer these claims to the Fraud Investigations team.
• Control the call to ensure efficiency in call handling Required Education
• Bachelor's Degree or equivalent combination of education and work experience Required Experience
• NA Preferred Competencies/Skills
• Customer service skills
• Proficiency in MS tools
• Analytical and negotiation skills
• Excellent verbal and written communication skills (English)
• Preferably with Case Management Skills Preferred Licenses/Certifications
• Abbreviated Injury Scale (AIS) certification is preferred but can also be taken as part of training Preferred Knowledge
• Preferred Basic Knowledge of Insurance
• Basic Knowledge of Customer Service QBE Cultural DNA
• Everything we do at QBE is underpinned by our DNA (which interlinks seven cultural elements) – because we know it's not just what we do that matters, it's how we do it that makes the difference. We expect all employees to role model and inspire the right behaviours that link to our cultural elements:
• We are customer-focused
• We are technical experts
• We are inclusive
• We are fast-paced
• We are courageous
• We are accountable
• We are a team
• All employees are expected to adhere to QBE’s Code of Ethics and Conduct and apply sound risk management practices US Only - Disclaimer
• To successfully perform this job, the individual must be able to perform each essential job responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities. Job Type
• Individual Contributor Global Disclaimer
• The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee’s normal duties. Our Group Code of Ethics and Conduct addresses the responsibilities we all have at QBE to our company, to each other and to our customers, suppliers, communities and governments. It provides clear guidance to help us to make good judgement calls. Skills: Analytical Thinking, Claims Administration, Claims Processing, Claims Resolution, Communication, Critical Thinking, Customer Service, Customer Value Management, Financial Advising, Intentional collaboration, Managing performance, Process Compliance, Process Improvements, Risk Management, Stakeholder Management

Equal Employment Opportunity

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.