Policy Service Officer II

QBE Group Shared Services Centre; Philippines; On-site; PHP 335,000 - 614,000; Full time

Job summary

QBE Group Shared Services Centre is seeking a dedicated customer service professional to handle inquiries by phone, assist with product and policy questions, and resolve billing issues promptly. The role includes operating a switchboard, supporting administrative tasks, and delivering personalised service to internal and external customers.

Responsibilities include following scripts, handling multiple lines, and providing accurate information while maintaining brand integrity.

Qualifications

• Necessarily required: Tertiary Degree or equivalent combination of education and work experience.
• Broad skills in customer service, communication, and insurance processes are expected.

Responsibilities

• Answer inquiries via phone calls and emails, resolving billing issues promptly.
• Operate a switchboard to connect callers to the right personnel and support administrative tasks.
• Process calls efficiently while maintaining high service quality and policy guidance.
• Follow scripting to ensure customer intents are understood and documented.
• Provide new quotes to new business customers without damaging brand image.

Skills

Customer service

Communication

Billing

Call center

Problem solving

Regulatory compliance

Risk management

Data entry

Policy management

Analytical thinking

Stakeholder management

Managing performance

Underwriting

Education

Bachelor's degree or equivalent

Job description

Job Description:

Primary Details

Time Type: Full time

Worker Type: Employee

The 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.