Customer Support Officer - Specialty-3

QBE Group Shared Services Centre; Cebu City; On-site; PHP 240,000 - 360,000; Full time

Job summary

QBE Group Shared Services Centre in Cebu City, Philippines, seeks an entry-level customer service professional to handle email inquiries from customers, underwriters, and agencies about products, processes, and policies.

You will monitor inflow of new business, renewals, cancellations and endorsements, allocate work, and ensure policy compliance while maintaining strong stakeholder relationships.

Qualifications

• Bachelor's Degree or equivalent combination of education and work experience.
• 0-1 year relevant experience.
• Proficient verbal and written communication skills.
• Proficiency in MS tools.
• Customer service focus.
• Knowledge in Insurance Processing is preferred.
• Preferably with BPO experience and shifting schedules.

Responsibilities

• Provide customer service via email & answer customer, Underwriter and/or agency's questions regarding product, process, policy.
• Ensure policies are followed and refer/escalate where appropriate.
• Comply with provided legislations, industry codes, company policies and procedures.
• Establish and maintain a good working relationship with stakeholders.
• Cooperate with other functions to answer customer/agency's questions regarding product, process, policy etc.
• Process all transactions/emails related to product, process and policies and accomplish all reports as required by clients.
• Properly assess completeness of documents received and provide solutions if incomplete.
• Performs moderately complex clerical, administrative and general office duties.
• Follow established policies, procedures and guidelines for work requests, problem resolution and escalating inquiries to business leads.
• Enter data into systems and make updates, or corrections while adhering to the guidelines.

Skills

Customer Service

Administrative Support

Policy Administration

Regulatory Compliance

Risk Management

Analytical Thinking

Critical Thinking

Insurance Underwriting

Stakeholder Management

Prioritization

Education

Bachelor's Degree or equivalent combination of education and work experience

Tools

MS Office

Job description

Job Description:

Primary Details

Time Type: Full time

Worker Type: Employee

Provide customer service via email & answer customer, Underwriter and/or agency's question regarding product, process, policy. Responsible for work allocation including monitoring, reporting inflow of new business, renewals, cancellations and endorsements of transactions

Primary Responsibilities

• Ensure policies are followed and refer/escalate where appropriate
• Comply on provided legislations, industry codes, company policies and procedures.
• Establish and maintain a good working relationship with stakeholders
• Cooperate with other functions to answer customer/agency's questions regarding product, process, policy etc.
• Consistently open minded, professional, polished, posed, and positive demeanor
• Process all transactions/emails related to product, process and policies and accomplish all reports as required by clients
• Properly assess completeness of documents received and provide solutions if incomplete
• Performs moderately complex clerical, administrative and general office duties.
• Follow established policies, procedures and guidelines for work requests, problem resolution and escalating inquiries to business leads.
• Enter data into systems and make updates, or corrections while adhering to the guidelines
• Bachelor's Degree or equivalent combination of education and work experience
• 0-1 year relevant experience
• Proficient verbal and written communication skills
• Proficiency in MS tools
• Customer service focus
• Keen to details
• Administration and Organisation Skills
• Ability to multi task
• Problem-solving skills
• Analytical and research skills
• Preferably with BPO experience and shifting schedules
• Basic knowledge on customer service
• Knowledge in Insurance Processing is preferred
• 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: Administrative Support, Analytical Thinking, Critical Thinking, Customer Service, Insurance Underwriting, Intentional collaboration, Managing performance, Policy Administration, Policy Compliance, Policy Management, Prioritization, Regulatory Compliance, Risk Assessments, 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.