Office Location: Ortigas, Pasig City
Work Setup: Full Onsite
Schedule: Monday to Friday, Dayshift
Qualifications
- Must be a bachelor's degree holder (any course).
- Associate - 6 months to 1 year of experience in insurance operations or a related field (preferred). Also open to fresh graduates.
- Analyst - Minimum 12 years of experience in insurance operations, CSR, or a related functions.
- Specialist (Lead role) - Minimum 2 years of experience in insurance operations and 2 years as well of training/coaching experience (preferably former BPO QA, Trainer, or Supervisor).
- Proficiency in email communication.
- Strong problem-solving, data analysis, time management, and planning skills.
- Experience in creating and updating SOPs and other technical or procedural documentation.
- Quality assurance experience in reviewing and optimizing processes or outputs.
Responsibilities
- Process complex insurance-related tasks and independently operate various client systems.
- Optimize operational workflows by analyzing issues, developing procedures, and ensuring compliance.
- Enhance customer experience by communicating with clients, addressing needs, and building strong professional relationships.
- Perform audits and troubleshooting to identify gaps, resolve issues, and meet compliance requirements.
- Conduct training by creating training plans, managing training processes, and coaching junior trainers.
- Develop and update Standard Operating Procedures (SOPs) and training plans to ensure alignment with operational goals.
- Implement quality assurance measures to ensure processes meet high standards and client expectations.
- Provide operational support through data analysis, reporting, and onboarding of new clients and tasks.
Preferred Skills / Expertise
- Familiarity with OPEX and compliance-related processes.
- Background or exposure to Insurance Level 1 support.
