Policy Services & Customer Care Specialist

QBE Group Shared Services Centre; Cebu City; On-site; PHP 246,000 - 402,000; Full time

Job summary

QBE Group Shared Services Centre in Cebu City, Philippines, is seeking a full-time Customer Service professional to answer inquiries via phone, assist with product and policy questions, and resolve billing issues. The role includes handling a multi-line switchboard and supporting various administrative tasks.

Ideal candidates have some relevant work experience, preferably in call centers within insurance or banking, and a tertiary degree or equivalent.

Qualifications

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

Responsibilities

• Provide customer service support by answering inquiries via phone calls, assisting with product and policy questions, and resolving billing issues promptly.
• Operate a switchboard to connect callers to the relevant personnel and support administrative tasks.
• 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.

Skills

Analytical Thinking

Communication

Critical Thinking

Customer Value Management

Data Entry

Insurance Underwriting

Intentional collaboration

Performance Management

Policy Management

Problem Solving

Process Improvements

Regulatory Compliance

Risk Management

Stakeholder Management

Underwriting

Education

Tertiary Degree or equivalent combination of education and work experience

Job description

QBE Group Shared Services Centre in Cebu City, Philippines, is seeking a full-time Customer Service professional to answer inquiries via phone, assist with product and policy questions, and resolve billing issues. The role includes handling a multi-line switchboard and supporting various administrative tasks.

Ideal candidates have some relevant work experience, preferably in call centers within insurance or banking, and a tertiary degree or equivalent.