Customer Support Officer (Voice) - Cebu/Manila

QBE Group Shared Services Centre; Taguig; On-site; PHP 400,000 - 600,000; Full time

Job summary

QBE Group Shared Services Centre in the Philippines seeks a technical support professional to act as a subject matter expert for team processes and assist the team leader. The role emphasizes complex issue resolution, policy compliance, and timely client communication.

You will handle insurance claims, determine coverage, set reserves, and authorize payments while maintaining confidentiality and strong stakeholder relationships to ensure efficient claims processing.

Qualifications

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

Responsibilities

• Resolve more complex issues and take on escalations.
• Ensure compliance with policies, procedures and relevant legislations
• Maintain good client relationships and respond to client requests promptly.
• Process incoming insurance claims and determine coverage.
• Set reserves, authorise payments, and settle claims efficiently.
• Identify and report suspicious or fraudulent claims.
• Share information with stakeholders while considering confidentiality guidelines.
• Ensure compliance with accreditation levels and policies.
• Provide clear and timely communication with all stakeholders.

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

Education

Tertiary Degree or equivalent combination of education and work experience

Job description

Primary Details

Time Type: Full timeWorker Type: EmployeeThe purpose of this role is to provide technical support to the team and assistance to the team leader by being the subject matter expert on the process he/she is handling.

Responsibilities:

• Resolve more complex issues and take on escalations.
• Ensure compliance with policies, procedures and relevant legislations
• Maintain good client relationships and respond to client requests promptly.
• Process incoming insurance claims and determine coverage.
• Set reserves, authorise payments, and settle claims efficiently.
• Identify and report suspicious or fraudulent claims.
• Share information with stakeholders while considering confidentiality guidelines.
• Ensure compliance with accreditation levels and policies.
• Provide clear and timely communication with all stakeholders.

Work Experience:

Necessary Work Experience includes:

• Some relevant work experience.

Qualifications:

Necessary Qualifications include:

• Tertiary Degree or equivalent combination of education and 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 – Travel Frequency:

Occasional (approximately 5-10 trips annually)

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, 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.