Insurance Policy Support Specialist

IBM; Philippines; On-site; PHP 279,000 - 469,000; Full time

Job summary

IBM Philippines is seeking a Process Delivery Specialist to answer customer queries, handle complaints, and provide detailed product information. You will interact with customers daily, explain coverage or claims policies, and maintain a friendly, professional demeanor under pressure.

The role requires a Bachelor’s degree, strong communication skills, and the ability to work in a multi-shift environment, including holidays. Training and compliance are part of the onboarding process.

Qualifications

• Excellent written and verbal communication and interpersonal skills.
• Knowledge in MS Office applications.
• Strong customer focus and adaptability to different personality types.
• Able to work in multi-shift environment, including holidays.
• Able to multi-task, set priorities and manage time effectively.

Responsibilities

• Receives inbound calls to provide customer service support to policy holders, agents, 3rd party callers and new customers.
• Conducts research through maximizing all available resources and provides the necessary information in response to queries from callers.
• Provides resolutions to caller problems and issues including researching and exploring alternative solutions.
• Creates promised solutions or after call work and escalates unresolved issues outside of his/her scope.
• Accepts payment and initiates disbursement requests over the phone.
• Navigates through a computerized data entry system or other relevant applications.
• Manages documentation of all call information according to standard operating procedures.
• Process callbacks for minor requests like faxing/emailing policy information, send letters to another address or confirmation of payments received.
• Undertakes all compliance and regulatory training in line with company requirements.
• Accountable in keeping up with process related learnings/training and meet performance standards set by the business.
• Completes customer’s transactional requests as provided by caller.
• Employs probing questions and actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation.

Skills

Excellent written and verbal comms

MS Office

Customer focus

Multi-shift capability

Time management

Education

Bachelor's Degree

Tools

MS Office

Job description

IBM Philippines is seeking a Process Delivery Specialist to answer customer queries, handle complaints, and provide detailed product information. You will interact with customers daily, explain coverage or claims policies, and maintain a friendly, professional demeanor under pressure.

The role requires a Bachelor’s degree, strong communication skills, and the ability to work in a multi-shift environment, including holidays. Training and compliance are part of the onboarding process.