Customer Service Associate

QBE Europe; Manila; On-site; PHP 100,000 - 400,000; Full time

Job summary

A global insurance firm in Manila is looking for a Customer Service Associate to provide comprehensive support through emails and phone calls. Responsibilities include managing policy documentation, ensuring compliance with regulations, and delivering quality service to clients. Ideal candidates should have prior call center experience in the insurance or banking industry, showcasing robust customer interaction skills and a tertiary degree. This full-time role offers foundational experience in a dynamic environment.

Qualifications

• Some relevant work experience is necessary.
• Call centre experience in insurance is preferred.
• Policy administration experience is a plus.

Responsibilities

• Ensure compliance with laws and industry codes.
• Provide quality service to meet customer expectations.
• Handle policy issuance and renewals efficiently.

Skills

Analytical Thinking

Critical Thinking

Data Entry

Policy Administration

Stakeholder Management

Education

Tertiary Degree or equivalent

Vocational/Technical qualification or equivalent

Job description

Overview

The purpose of this role is to provide customer service and administrative support through email and phone calls, including handling policy documentation, work allocation, and resolving billing inquiries. This role involves following specific procedures to close out work requests, monitoring business inflow, and connecting callers to the appropriate personnel. Additionally, the role includes dispatching policy documents, answering customer and stakeholder questions, and supporting the Policy Admin Team with various administrative tasks.

Responsibilities

• Ensure 100% regulatory compliance with laws and industry codes.
• Maintain good working relationships with stakeholders and clients.
• Process transactions and emails related to products, processes, and policies accurately.
• Provide personalised and quality service to meet customer expectations.
• Conduct training on policy issuance procedures and maintain documentation.
• Attend relevant training courses to maintain product and process knowledge.
• Handle policy issuance, renewals, and endorsements efficiently.
• Communicate effectively with stakeholders to resolve queries promptly.
• Conduct quality audit checks for processed policies.
• Manage dispatch of policy documentation and data upload accurately.

Work Experience

Necessary Work Experience includes:

• Some relevant work experience.

Preferred Work Experience includes:

• Call centre experience in insurance and/or banking industry with billing responsibilities.
• Increasing level of responsibility in call centre environment.
• Policy administration experience.
• Experience in BPO industry with shifting schedules.

Qualifications

Necessary Qualifications include:

• Tertiary Degree or equivalent combination of education and work experience.

Preferred Qualifications include:

• Territory qualified.
• Vocational/Technical qualification or equivalent work experience.

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.

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.

US Only - Physical Demands

General office jobs: Work is generally performed in an office environment in which there is not substantial exposure to adverse environmental conditions. Must have the ability to remain in a stationary position for extended periods of time. Must be able to operate basic office equipment including telephone, headset and computer. Incumbent must be able to lift basic office equipment up to 20 lbs.

Skills

Analytical Thinking, Critical Thinking, Data Entry, Data Quality, Insurance Underwriting, Intentional collaboration, Managing performance, Policy Administration, Policy Compliance, Policy Management, Prioritization, Regulatory Compliance, Risk Assessments, Risk Management, Stakeholder Management

How to Apply

To submit your application, click "Apply" and follow the step by step process.

Equal Employment Opportunity

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