Policy Service Officer II

QBE Group Shared Services Centre; Taguig; On-site; PHP 223,000 - 357,000; Full time

Job summary

QBE Group Shared Services Centre in Metro Manila is seeking a detail-oriented Customer Service Associate to handle inquiries via email or chat, ensuring policy questions are answered accurately and efficiently. You will follow procedures to stay compliant with insurance laws, uphold data privacy, and maintain professional interactions with customers and agents.

The role requires 0-1 year of relevant experience, a Bachelor’s degree or equivalent, and strong English communication; training will be

Qualifications

• Bachelor's Degree or equivalent combination of education and work experience.
• 0-1 year relevant experience.
• Strong spoken and written English.

Responsibilities

• Provide customer service via email or chat answering customer, Underwriter and/or agency’s questions regarding product, process, policy.
• 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 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

Skills

Customer service

English proficiency

Problem solving

Attention to detail

Multi-tasking

Analytical thinking

Communication

Education

Bachelor's Degree or equivalent

Tools

MS Office

Job description

• Excellent customer service focus

Primary Details

Time Type: Full timeWorker Type: EmployeeProvide customer service via email or chat answer customer, Underwriter and/or agency’s questions regarding product, process, policy.

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 an 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
• 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 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. Job Type
• Individual Contributor 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: 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.