Frontline Claims Resolution Specialist

QBE Group Shared Services Centre; Philippines; On-site; PHP 300,000 - 540,000; Full time

Job summary

QBE Group Shared Services Centre in the Philippines is seeking a frontline customer contact specialist to resolve inquiries via multiple channels and triage to the correct department. You will strive to maintain service levels within targets.

The role requires a Bachelor's degree, strong English communication, and proficiency with MS tools. You will work within established guidelines, support claims handling, and identify fraud risks when applicable.

Qualifications

• Bachelor's degree or equivalent combination of education and work experience.
• Experience in customer service or claims processing preferred.
• Strong English communication skills (verbal and written).

Responsibilities

• Ensure compliance with QBE policies, procedures and relevant legislations and regulations
• Ensure compliance within delegated authority limits
• Adherence to triage/ transfer guidelines
• Provide feedback to claims handler on necessary action/ activity on claim
• Maintain effective communication with customers
• Respond to customer queries on claims
• Settle fast track claims where invoices are already made available by customer
• Identify recovery opportunities on claims
• Identify suspicious or potentially fraudulent claims and refer to Fraud Investigations team
• Control the call to ensure efficiency in call handling

Skills

Customer service

MS tools

Analytical thinking

Negotiation skills

English communication

Education

Bachelor's Degree

Tools

MS Tools

Job description

QBE Group Shared Services Centre in the Philippines is seeking a frontline customer contact specialist to resolve inquiries via multiple channels and triage to the correct department. You will strive to maintain service levels within targets.

The role requires a Bachelor's degree, strong English communication, and proficiency with MS tools. You will work within established guidelines, support claims handling, and identify fraud risks when applicable.