Policy Service Officer II

QBE Group Shared Services Centre; Cebu City; On-site; PHP 279,000 - 424,000; Full time

Job summary

QBE Group Shared Services Centre in Cebu City is seeking a dedicated customer service specialist to handle inquiries via phone, assist with product and policy questions, and resolve billing issues promptly.

You will operate a switchboard, connect callers, and support various business areas with administrative tasks while maintaining regulatory compliance and high service standards.

Qualifications

• Tertiary Degree or equivalent combination of education and work experience.
• Some relevant work experience.
• Call centre experience in insurance and/or banking industry.
• Billing experience with increasing levels of responsibility.

Responsibilities

• Ensure 100% regulatory compliance with laws and industry codes.
• Establish and maintain good working relationships with stakeholders.
• Process all calls and emails related to products, processes, and policies efficiently.
• Provide personalised and quality service to meet internal and external customer expectations.
• Understand customer needs and actively look for ways to meet them.
• Follow agreed-upon scripting to ensure customer intentions are understood.
• Manage premium objections effectively during policy renewals.
• Provide new quotes to new business customers without negatively impacting the company's brand.
• Answer multiple phone lines and direct callers accurately to minimise wait time.
• Communicate information, professionally, and in a well-organised manner.

Skills

Analytical Thinking

Communication

Critical Thinking

Customer Value Management

Data Entry

Insurance Underwriting

Intentional collaboration

Managing performance

Policy Management

Problem Solving

Process Improvements

Regulatory Compliance

Risk Management

Stakeholder Management

Underwriting

Education

Bachelors degree or equivalent

Job description

Primary Details

Time Type: Full timeWorker Type: EmployeeThe purpose of this role is to provide customer service support by answering inquiries via phone calls, assisting with product and policy questions, and resolving billing issues promptly. Additionally, the role involves operating a switchboard to connect callers to the relevant personnel and supporting various business areas with administrative tasks.

Responsibilities

• Ensure 100% regulatory compliance with laws and industry codes.
• Establish and maintain good working relationships with stakeholders.
• Process all calls and emails related to products, processes, and policies efficiently.
• Provide personalised and quality service to meet internal and external customer expectations.
• Understand customer needs and actively look for ways to meet them.
• Follow agreed-upon scripting to ensure customer intentions are understood.
• Manage premium objections effectively during policy renewals.
• Provide new quotes to new business customers without negatively impacting the company's brand.
• Answer multiple phone lines and direct callers accurately to minimise wait time.
• Communicate information, professionally, and in a well-organised manner.

Work Experience

Necessary Work Experience includes:

• Some relevant work experience.

Preferred Work Experience includes:

• Call centre experience in insurance and/or banking industry.
• Billing experience with increasing levels of responsibility.

Qualifications

Necessary Qualifications include:

• Tertiary Degree or equivalent combination of education and work experience.

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.

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.

US Only: Travel frequency

Occasional (approximately 5-10 trips annually)

US Only: Physical demands

General office jobs: Work is generally performed in an office environment in which there is not substantial exposure to adverse environmental conditions. Must have the ability to remain in a stationary position for extended periods of time. Must be able to operate basic office equipment including telephone, headset and computer. Incumbent must be able to lift basic office equipment up to 20 lbs.

Skills

Analytical Thinking, Communication, Critical Thinking, Customer Value Management, Data Entry, Insurance Underwriting, Intentional collaboration, Managing performance, Policy Management, Problem Solving, Process Improvements, Regulatory Compliance, Risk Management, Stakeholder Management, Underwriting

Equal Employment Opportunity

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