Customer Service Specialist – (Voice / AUS Shift)

QBE GROUP SHARED SERVICES LIMITED - PHILIPPINE BRANCH; Metro Manila; On-site; PHP 240,000 - 360,000; Full time

Job summary

QBE Group Shared Services Limited - Philippine Branch is seeking a processing professional to review and interpret underwriting instructions, and to analyze ISO rating manuals for policy issuance across multiple states. You will provide rating and processing support, handling complex inquiries and ensuring timely, accurate product delivery.

You will collaborate with underwriters, maintain knowledge of products and systems, and mentor team members to meet service levels while building strong

Qualifications

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

Responsibilities

• Review, analyze and interpret processing instructions, applications, and work request correspondence from underwriters and agents.
• Navigate, interpret, and analyze Insurance Services Office (ISO) rating manuals to review methodologies and rules for manual rating and issuing insurance policies.
• Provide rating and processing support for lines of business and multi-state accounts.
• Process straight-through underwriting policy issuance and amendments within established guidelines.
• Provide customer service support for underwriters, handling inquiries and requests with a high level of complexity.
• Work with underwriters to deliver timely and accurate products for multiple lines of business.
• Mentor team members to guide the success of the processing team and meet service level expectations.
• Ensure policies are followed and refer/escalate where appropriate.
• Establish and maintain good working relationships with stakeholders.
• Maintain product, system and process knowledge.

Education

Tertiary Degree or equivalent combination of education and work experience

Job description

Responsibilities

• Review, analyze and interpret processing instructions, applications, and work request correspondence from underwriters and agents.
• Navigate, interpret, and analyze Insurance Services Office (ISO) rating manuals to review methodologies and rules for manual rating and issuing insurance policies.
• Provide rating and processing support for lines of business and multi-state accounts.
• Process straight-through underwriting policy issuance and amendments within established guidelines.
• Provide customer service support for underwriters, handling inquiries and requests with a high level of complexity.
• Work with underwriters to deliver timely and accurate products for multiple lines of business.
• Mentor team members to guide the success of the processing team and meet service level expectations.
• Ensure policies are followed and refer/escalate where appropriate.
• Establish and maintain good working relationships with stakeholders.
• Maintain product, system and process knowledge.

Work Experience

• Call centre (Voice) experience preferably within the insurance and/or banking industry

Qualifications

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