Policy Support Officer II

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

Benefits offered by this job

Health insurance

Job summary

QBE Group Shared Services Centre in the Philippines is seeking a customer service-oriented professional to handle calls and emails regarding products, policies, and billing. The role includes operating a switchboard, delivering personalised service, and supporting multiple business areas with admin tasks.

Ideal candidates have tertiary education and some relevant experience, with preferred call centre experience in insurance or banking and exposure to billing processes.

Qualifications

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

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 various business areas with administrative tasks.
• Follow scripts and maintain professional communication to meet customer expectations.
• Maintain regulatory compliance and build positive stakeholder relationships.
• Handle calls and emails related to products, processes, and policies efficiently.

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

Tertiary 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:

• 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.