Senior Insurance Support Specialist

QBE Group Shared Services Centre; Cebu City; On-site; PHP 240,000 - 360,000; Full time

Job summary

QBE Group Shared Services Centre is seeking a dedicated customer service professional to resolve enquiries and advise on insurance products while supporting core business growth. You will handle escalated complaints, maintain knowledge of products and processes, and collaborate with stakeholders to improve operations.

The role requires call centre experience, a tertiary degree, and ability to train and mentor peers.

Qualifications

• Tertiary degree or equivalent combination of education and work experience.
• Experience in call centre service, preferably with insurance or banking.
• BPO experience and shifting schedules is a plus.

Responsibilities

• Ensure compliance with relevant policies, procedures, and legislations.
• Maintain product, system, and process knowledge.
• Establish and maintain good working relationships with stakeholders.
• Resolve escalated complaints promptly.
• Provide recommendations for business improvement.
• Conduct training for existing team members and new hires if necessary.
• Allocate workload effectively when needed.
• Manage workflow, ad-hoc requests, and reporting performance metrics.
• Assist in processing daily transactions.
• Mentor junior team members when required.

Skills

Client Service Excellence

Communication

Critical Thinking

Customer Centricity

Customer Service

Emotional Awareness

Industry Knowledge

Insurance Product Knowledge

Intentional collaboration

Managing performance

Policy Compliance

Policy Management

Risk Management

Stakeholder Management

Education

Tertiary Degree or equivalent combination of education and work experience

Job description

QBE Group Shared Services Centre is seeking a dedicated customer service professional to resolve enquiries and advise on insurance products while supporting core business growth. You will handle escalated complaints, maintain knowledge of products and processes, and collaborate with stakeholders to improve operations.

The role requires call centre experience, a tertiary degree, and ability to train and mentor peers.