Policy Service Officer I

QBE Group Shared Services Centre; Cebu City; On-site; PHP 201,000 - 312,000; Full time

Job summary

QBE Group Shared Services Centre in Cebu City is seeking a dedicated customer service professional to handle phone inquiries from customers, underwriters, and agencies. You will respond to questions about products, processes, and policies while operating the switchboard to connect callers efficiently.

The role emphasizes compliance with insurance regulations, privacy, and secure handling of information. A Bachelor’s degree and 0–1 year of experience are preferred, with a strong focus on English

Qualifications

• Bachelor's degree or equivalent combination of education and work experience.
• 0–1 year relevant experience in a customer service/call center role.
• Strong command of English (spoken and written).
• Ability to follow scripting, policies, and regulatory requirements.

Responsibilities

• Provide customer service via phone, answering questions on product, process, policy.
• Route calls and connect callers to the appropriate person or department.
• Comply with Regional regulatory requirements and company policies.
• Handle billing inquiries and resolve issues promptly.
• Maintain confidentiality and protect customer information.
• Collaborate with other functions to address customer/agency questions.

Skills

Problem solving

Strong English

Attention to detail

Adaptability

Administration

Multitasking

Analytical skills

Stakeholder management

Education

Bachelor's degree

Tools

MS Office

CRM software

Job description

Primary Details

Time Type: Full time

Worker Type: Employee

Provide customer service via phone calls & answer customer, Underwriter and/or agency’s questions regarding product, process, policy. Responsible for supporting business areas by operating switchboard and connecting callers to the appropriate person, answer various billing inquiries and resolve issues with regards to billing questions in a timely manner.

Primary 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 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.

Required Education

• Bachelor's Degree or equivalent combination of education and work experience

Required Experience

• 0-1 year relevant experience

Preferred Competencies/Skills

• Problem solving skills
• Strong spoken and written English
• Keen to details
• Adaptable to change to a fast-pace environment
• Administration and Organisation Skills
• Ability to multi task
• Analytical and research skills

Preferred Experience

• call center experience within the insurance and/or banking industry; billing experience and increasing level of responsibility

Preferred Knowledge

• Excellent customer service focus
• Proficiency in MS tools
• Basic knowledge on Insurance is preferred

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

Job Type

Individual Contributor

Skills

Administrative Support, Analytical Thinking, Critical Thinking, Customer Service, Insurance Underwriting, Intentional collaboration, Managing performance, Policy Administration, Policy Compliance, Policy Management, Prioritization, Regulatory Compliance, Risk Assessments, Risk Management, Stakeholder Management

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.

Equal Employment Opportunity

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.