This role is responsible for managing frontline customer contacts (various media) and undertaking the appropriate action to resolve the customer’s concern (respond to simple queries, transfer call to correct department, triage call to claim handler). This role is responsible for keeping service levels within target.

RESPONSIBILITIES

  • Receive, record and process all incoming insurance claims for assigned area
  • Interpret basic policy coverage's and determine if coverage's apply to claims submitted, escalating issues as needed
  • Set reserves and authorise payment within scope of authority
  • Settle claims in the most cost effective manner, ensuring timely issuance of disbursements
  • Identify suspicious or potentially fraudulent claims, notifying supervisor, arranging investigation and briefing solicitors if further action is to be taken
  • Ensure compliance with QBE policies, procedures and relevant legislation
  • Acting as a Communications champion for the Claims Service Centre

QUALIFICATIONS

Knowledge

  • 1-2 years experience in insurance
  • Knowledge in Claims processes (allocation to a specific work stream depends on business needs)

Skills

  • Customer service skills
  • High proficiency in Telephony skills (tone, objection management, reasoning and sound judgement)
  • Knowledge of insurance industry and claims process
  • Well-developed interpersonal skills
  • Analytical and negotiation skills
  • Intermediate PC and keyboard skills
  • Effective planning skills and time management     

Experience

  • Must be a regular employee
  • Must not have any active CAs or under PIP
  • Overall latesr PMP score must at least be 3.0 and with a passing (minimum of 3.0)
  • Minimum of 12 months

Number of Openings:

1

How to Apply:

Equal Employment Opportunity:

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.

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