Finance Services Analyst - Business Support

QBE Group Shared Services Centre; Cebu City; On-site; PHP 223,000 - 357,000; Full time

Job summary

QBE Group Shared Services Centre in Cebu City, Philippines, is hiring a Customer Service Associate to support inquiries via phone, assist with product and policy questions, and resolve billing issues promptly. The role involves operating a switchboard and supporting various business areas with administrative tasks.

You will handle calls and emails efficiently, maintain regulatory compliance, and provide personalised, high-quality service while collaborating with stakeholders to meet customer

Qualifications

• Necessary qualifications include: tertiary degree or equivalent combination of education and work experience.
• Experience in call centre or customer service is preferred.
• Insurance or banking knowledge is advantageous.

Responsibilities

• Ensure 100% regulatory compliance with laws and industry codes.
• Establish and maintain good working relationships with stakeholders.
• Process all calls and emails related to products, processes, and policies efficiently.
• Provide personalised and quality service to meet internal and external customer expectations.
• Understand customer needs and actively look for ways to meet them.
• Follow agreed-upon scripting to ensure customer intentions are understood.
• Manage premium objections effectively during policy renewals.
• Provide new quotes to new business customers without negatively impacting the company's brand.
• Answer multiple phone lines and direct callers accurately to minimise wait time.
• Communicate information, professionally, and in a well-organised manner.

Skills

Analytical Thinking

Collaboration Tools

Communication

Critical Thinking

Customer Service

Customer Value Management

Detail-Oriented

Document Management

Insurance Underwriting

Intentional collaboration

Managing performance

Pricing Strategies

Regulatory Compliance

Risk Management

Stakeholder Management

Education

Tertiary Degree or equivalent

Job description

Primary Details

Time Type: Full time

Worker Type: Employee

The purpose of this role is to provide customer service support by answering inquiries via phone calls, assisting with product and policy questions, and resolving billing issues promptly. Additionally, the role involves operating a switchboard to connect callers to the relevant personnel and supporting various business areas with administrative tasks.

Responsibilities

• Ensure 100% regulatory compliance with laws and industry codes.
• Establish and maintain good working relationships with stakeholders.
• Process all calls and emails related to products, processes, and policies efficiently.
• Provide personalised and quality service to meet internal and external customer expectations.
• Understand customer needs and actively look for ways to meet them.
• Follow agreed-upon scripting to ensure customer intentions are understood.
• Manage premium objections effectively during policy renewals.
• Provide new quotes to new business customers without negatively impacting the company's brand.
• Answer multiple phone lines and direct callers accurately to minimise wait time.
• Communicate information, professionally, and in a well-organised manner.

Work Experience

Necessary Work Experience includes:

• Some relevant work experience.

Preferred Work Experience includes:

• Call centre experience in insurance and/or banking industry.
• Billing experience with increasing levels of responsibility.

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.

Skills

Analytical Thinking, Collaboration Tools, Communication, Critical Thinking, Customer Service, Customer Value Management, Detail-Oriented, Document Management, Insurance Underwriting, Intentional collaboration, Managing performance, Pricing Strategies, Regulatory Compliance, 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.