GSSC Claims Officer

QBE Group Shared Services Centre; Philippines; On-site; PHP 500,000 - 750,000; Full time

Job summary

QBE Group Shared Services Centre in the Philippines seeks an experienced Claims Administrator to handle end-to-end claims processing. The role requires decision making on outcomes, handling (inbound and outbound) customer interactions, supplier coordination, and timely payments within governance and SLAs.

Strong communication and analytical skills are essential. The ideal candidate will maintain compliance with policies, assess coverage, and identify fraud or recovery opportunities while

Qualifications

• Bachelor's degree or equivalent combination of education and work experience.
• Customer service skills and ability to communicate clearly.
• Proficiency in MS tools (MS Office).
• Analytical and negotiation skills.
• Excellent verbal and written English communication.
• Preferably with Case Management Skills.
• Basic knowledge of insurance concepts.
• Familiarity with QBE culture and ethics.

Responsibilities

• Manage end-to-end claims within policy and regulatory guidelines.
• Ensure compliance within delegated authority limits.
• Maintain proactive communication with customers.
• Coordinate with suppliers effectively.
• Set cost estimates and update time reports from assessors.
• Raise payments within authority delegations.
• Interpret policy coverage and inform customers of outcomes.
• Determine best settlement method for claims.
• Identify potentially fraudulent claims and refer to investigators.
• Identify recovery opportunities for claims.
• Provide feedback to underwriters and risk assessors.
• Flag items for policy notes at renewal.
• Triage documents and assign to relevant teams.
• Apply settlement strategies to achieve KPI targets.
• Review liability disputes for proper escalation.

Skills

Analytical Thinking

Claims Processing

Claims Administration

Claims Resolution

Customer Service

Communication

Negotiation

Case Management

Process Improvements

Risk Management

Stakeholder Management

MS Tools

Education

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

Tools

MS Office

Job description

Primary Details

Time Type: Full timeWorker Type: Employee This role is responsible for end-to-end claims management of claims. This includes making decisions on claim outcome, declining claims, customer interaction (inbound and outbound), supplier coordination, raising payments to suppliers and claim finalization. This role is also responsible for keeping portfolios compliant to SLAs measured.

Primary Responsibilities

• Manage claims end-to-end within parameters of claims manual, DTPs, GSSC policies and relevant legislation and regulations.
• Ensure compliance within delegated authority limits
• Maintain effective and proactive communication with customers
• Ensure effective coordination with suppliers
• Set possible cost of claim and updates on time as reports are sent through by assessors
• Raises payment within delegations of authority
• Interpreting policy coverage and determining if coverage's apply to claims submitted. Promptly informing customer of acceptance/ decline of claim and escalating issues or proper endorsement as needed.
• Decide on the best fulfillment method to settle claim.
• Identify suspicious or potentially fraudulent claims in accordance with QBE fraud indicators. Refer these claims to the Fraud Investigations team.
• Identify recovery opportunities on claims
• Provide information and feedback on claims activity and developing trends to underwriters/risk assessors to enable appropriate actions to be carried out
• Provide feedback to the underwriting team for details that need to be flagged/ noted in the policy that is relevant upon renewal.
• Complete uploading and allocation activities to triage documents and claims to the relevant teams (Claims settlements)
• Utilize appropriate settlement strategies and tactics for the best commercial outcomes by achieving KPI target (Claims settlements)
• Review claim documents to identify cases where liability is disputed for triage to the appropriate claims officers (Claims settlements)
• Seeking continuous process, policy and procedure improvement alongside keeping up to date with current and new compliance requirements (Claims settlements) Required Education
• Bachelor's Degree or equivalent combination of education and work experience
• NA Preferred Competencies/Skills
• Customer service skills
• Proficiency in MS tools
• Analytical and negotiation skills
• Excellent verbal and written communication skills (English)
• Preferably with Case Management Skills Preferred Knowledge
• Preferred Basic Knowledge of Insurance
• Basic Knowledge of Customer Service QBE Cultural DNA
• 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. 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

• 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.