Technical Support Representative

3 weeks ago


Metro Manila Philippines Buscojobs Full time

Technical Support Representative Non Voice

Makati City, National Capital Region ₱ Y NEW CANAAN INSURANCE AGENCY

Posted today

Job Description

Position Title: Helpdesk Support
Location: Makati City

Job Summary:

The Helpdesk Support is primarily responsible for providing exceptional customer service and technical support to clients by addressing queries, concerns, and requests related to Property & Casualty (P&C) insurance products. The role ensures smooth and efficient servicing of policies, endorsements, claims assistance, and account management while maintaining strong client relationships. This position also plays a key role in policy monitoring, renewals, compliance, and accurate documentation in accordance with company standards.

Key Responsibilities:

  • Customer Servicing & Relationship Management: Develop and maintain positive, long-term relationships with assigned accounts, including Key Accounts (active and non-active).
  • Respond promptly to incoming calls, emails, and walk-in queries, ensuring client concerns and requests are resolved or escalated in a timely and professional manner.
  • Coordinate with principals, insurers, and underwriting teams for policy and endorsement requests, ensuring accurate and timely feedback to customers.
  • Provide status updates and key account developments to management for proper coordination and client satisfaction.
  • Assist clients on claims-related issues by closely coordinating with the Claims Group, ensuring smooth resolution and timely feedback.
  • Initiate cross-selling and upselling of insurance products (Life and Non-Life) to existing clients, in coordination with concerned business units.
  • Support business development initiatives by assisting in the generation of new opportunities from existing and prospective customers.

Policy Administration & Records Management:

  • Consolidate underwriting information with the underwriting group for insurance program preparation.
  • Maintain a monitoring log sheet of customer activities, renewals, endorsements, and collections.
  • Keep accurate and updated client records, including electronic and paper files, in line with company policies and compliance requirements.
  • Monitor policy renewals and ensure timely processing to avoid coverage lapses.
  • Ensure premium collections are completed on time in coordination with the Finance team.

Reporting & Compliance

  • Prepare and submit regular reports, including Weekly Renewal Reports and Daily Updates, as required.
  • Escalate promptly any issues or concerns regarding policy renewals, claims, or service-related matters.
  • Ensure proper safekeeping and retrieval of policy records in compliance with company standards and regulatory requirements.
  • Work closely with internal teams (Underwriting, Claims, Finance, and Sales) to resolve client concerns and ensure seamless servicing.
  • Escalate complex or unresolved issues to management for immediate intervention.
  • Act as a central contact point between customers, principals, and other business units to ensure service efficiency.

Other Responsibilities

  • Support client onboarding, benefit orientations, and policy briefings when required.
  • Undertake special projects or additional tasks assigned to support company goals and service excellence.

Requirements

Education:

  • Bachelor's Degree in Business Administration, Management, Insurance, or any related field.

Experience:

  • Minimum of three (2) years' relevant experience in the non-life and life insurance industry, preferably in customer servicing, policy administration, or account management.
  • Knowledge of General Insurance Principles & Practices.
  • Strong understanding of P&C insurance products and services.
  • Proficiency in MS Office, CRM systems, and insurance-related applications.
  • Familiarity with policy issuance (new business & renewals) and endorsement processes.
  • Good knowledge of basic accounting principles for premium collections.
  • Excellent oral and written communication skills.
  • Strong telephone handling and client engagement skills.
  • Strong customer service orientation and relationship-building skills.
  • Attention to detail and organizational skills in managing multiple accounts.
  • Analytical and problem-solving abilities for resolving client concerns.
  • Ability to work effectively with cross-functional teams.
  • Proactive, adaptable, and capable of working under pressure.

Relationships

Internal: Coordination with Underwriting, Claims, Finance, Sales, and Management teams.
External: Principals, insurers, and clients.

Job Type: Full-time

  • Additional leave
  • Company events
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Promotion to permanent employee
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