Insurance Compliance & Support Specialist

QBE Group Shared Services Centre; Philippines; On-site; PHP 600,000 - 720,000; Full time

Job summary

QBE Group Shared Services Centre seeks a full-time customer service professional to handle calls and emails, answer inquiries about products, processes, and policies, and provide timely resolutions. The role supports regulatory compliance, information accuracy, and high-quality customer interactions across multiple insurance products.

The candidate should have a bachelor’s degree (or equivalent) and at least 1 year of relevant experience, with strong communication, problem-solving, and

Qualifications

• Bachelor’s Degree or equivalent combination of education and work experience.
• 1 year relevant experience.

Responsibilities

• Ensure policies are followed and refer/escalate where appropriate.
• Comply with legislations, industry codes, company policies and procedures.
• 100% Regulatory Compliance to the laws set by Region’s Government Body such as State Insurance Regulated Authority (SIRA) and RMS.
• 100% Compliance to mandatory general insurance requirements such as reading out Duty of Disclosure.
• 100% Compliance to security in handling credit cards by using Secure Pause.
• 100% Compliance to Privacy and Confidentiality Agreement.
• 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 calls and emails related to product, process and policies and accomplish all reports as required to support multiple products in the said line of business.
• Properly assess completeness of documents received and provide solutions of incomplete.
• Effectively manage premium objection when handling policy renewal of existing customers without risk to QBE brand.
• Provide new quotes to new business customers without risk to QBE brand.
• Provide personalized and quality service to meet the expectations of internal and external customers.
• Understand customer needs and goals and actively look for ways to meet them.
• Follow agreed upon scripting to ensure customer intention is understood.
• Ability to answer multiple lines, and accurately direct callers to minimize wait time.
• Route calls to appropriate end location as per procedures in a timely fashion.
• Answer basic questions about the company for callers who don’t need to be transferred to another extension.
• Communicate information in a clear, well-organized, and professional manner.

Skills

Critical Thinking

Customer Handling

Customer Service

Customer Value Management

Detail-Oriented

Documentations

Emotional Awareness

Industry Knowledge

Intentional collaboration

Managing performance

Policy Compliance

Policy Management

Regulatory Compliance

Risk Management

Stakeholder Management

Education

Bachelor's Degree or equivalent

Tools

Guidewire

ANUBIS

Job description

QBE Group Shared Services Centre seeks a full-time customer service professional to handle calls and emails, answer inquiries about products, processes, and policies, and provide timely resolutions. The role supports regulatory compliance, information accuracy, and high-quality customer interactions across multiple insurance products.

The candidate should have a bachelor’s degree (or equivalent) and at least 1 year of relevant experience, with strong communication, problem-solving, and