Insurance Customer Support Specialist

QBE Group Shared Services Centre; Philippines; On-site; PHP 312,000 - 469,000; Full time

Job summary

QBE Group Shared Services Centre in the Philippines is seeking a full-time customer service specialist to handle phone inquiries from customers, underwriters and agencies about products, processes and policies. You will connect callers to the right contacts and help resolve billing questions while maintaining professional service.

Role emphasizes strict regulatory compliance, data privacy, and collaboration with multiple teams.

Qualifications

• Bachelor's Degree or equivalent combination of education and work experience.
• 0-1 year relevant experience.
• Call center experience within the insurance and/or banking industry; billing experience and increasing level of responsibility.
• Proficiency in MS tools.
• Basic knowledge on Insurance is preferred.

Responsibilities

• Ensure policies are followed and refer/escalate where appropriate
• Comply on provided 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 Road and Maritime Service (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
• Provide personalized and quality service to meet the expectations of internal and external customers
• Understand customer needs and goals an actively look for ways to meet them
• Follow agreed upon scripting to ensure customer intention is understood
• 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.
• Effectively manage premium objection when handling policy renewal of existing customers without risk of negatively impacting QBE brand.
• Provide new quotes to new business customers without risk of negatively impacting QBE brand

Skills

Administrative Support

Analytical Thinking

Critical Thinking

Customer Service

Insurance Underwriting

Policy Administration

Policy Compliance

Stakeholder Management

Education

Bachelor's Degree or equivalent

Job description

QBE Group Shared Services Centre in the Philippines is seeking a full-time customer service specialist to handle phone inquiries from customers, underwriters and agencies about products, processes and policies. You will connect callers to the right contacts and help resolve billing questions while maintaining professional service.

Role emphasizes strict regulatory compliance, data privacy, and collaboration with multiple teams.