Insurance Policy Service Specialist II

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

Job summary

QBE Group Shared Services Centre in Metro Manila is seeking a detail-oriented Customer Service Associate to handle inquiries via email or chat, ensuring policy questions are answered accurately and efficiently. You will follow procedures to stay compliant with insurance laws, uphold data privacy, and maintain professional interactions with customers and agents.

The role requires 0-1 year of relevant experience, a Bachelor’s degree or equivalent, and strong English communication; training will be

Qualifications

• Bachelor's Degree or equivalent combination of education and work experience.
• 0-1 year relevant experience.
• Strong spoken and written English.

Responsibilities

• Provide customer service via email or chat answering customer, Underwriter and/or agency’s questions regarding product, process, policy.
• 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 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 and 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

Customer service

English proficiency

Problem solving

Attention to detail

Multi-tasking

Analytical thinking

Communication

Education

Bachelor's Degree or equivalent

Tools

MS Office

Job description

QBE Group Shared Services Centre in Metro Manila is seeking a detail-oriented Customer Service Associate to handle inquiries via email or chat, ensuring policy questions are answered accurately and efficiently. You will follow procedures to stay compliant with insurance laws, uphold data privacy, and maintain professional interactions with customers and agents.

The role requires 0-1 year of relevant experience, a Bachelor’s degree or equivalent, and strong English communication; training will be