Insurance Specialist

QBE Group Shared Services Centre; Cebu City; On-site; PHP 240,000 - 300,000; Full time

Job summary

QBE Group Shared Services Centre in Cebu City is seeking a full-time associate to support business areas by answering inbound calls, directing callers to the appropriate teams, and resolving policy-related inquiries and renewals in a timely manner.

The role requires a Bachelor's degree or equivalent, 6–12 months of call center experience preferred, and strong English communication skills. Proficiency with MS Office and basic IT tools will help deliver efficient customer service.

Qualifications

• Bachelor's degree or equivalent combination of education and work experience.
• Strong customer service focus and phone etiquette.
• Excellent verbal and written English communication skills.
• Proficiency with MS Office and basic IT applications.

Responsibilities

• Document all processes in a standard format and keep accessible records.
• Maintain up-to-date training and knowledge, including mainframe apps and call routing docs.
• Establish and maintain effective relationships with supported business areas.
• Provide personalized and quality service to meet internal and external customers' expectations.
• Understand customer needs and goals, and actively meet them.

Skills

Customer service

English fluency

Call center experience

Problem solving

Communication skills

Detail-oriented

Education

Bachelor's Degree or equivalent

Tools

MS Office

Mainframe applications

Job description

Job Description:

Primary Details

Time Type: Full timeWorker Type: EmployeeResponsible for supporting business areas by answering inbound calls and connecting callers to the appropriate person, answer various clients policies inquiries and resolve issues with regards to their policies and renewals in a timely manner.

Primary Responsibilities

• Ensure that all processes conducted are documented in a standard format and that this is maintained in an accessible fashion
• Ensure training and knowledge is up to date. This includes but is not limited to mainframe applications and call routing documentation
• Establish and maintain an efficient, effective relationship with all supported business areas
• Consistently open minded, pleasant and patient
• 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.
• Answer calls in relation to policy queries like renewals and resolve issues with regard to such.
• Required Education
• Bachelor's Degree or equivalent combination of education and work experience
• Required Experience
• NA
• Preferred Competencies/Skills
• Problem Solving skills
• Excellent customer service focus
• Strong spoken and written English
• Keen to details
• Adaptable to change in a high changing environment
• Excellent verbal and written communication skills
• Client relationship management skills
• Analytical/ problem Solving
• Ability to quickly master the use of multiple IT applications
• Preferred Experience
• At least 6-12 months of call center experience
• Preferably with BPO experience and shifting schedules
• Preferred Knowledge
• Proficiency in MS tools
• Fundamental Knowledge on 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: 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
• Equal Employment Opportunity: QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.