Helpdesk Support

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.

Coordination & Issue Resolution

• 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.

Technical/Functional Competencies:

• 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.

Behavioral Competencies:

• 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

Pay: Php20, Php23,000.00 per month

Benefits:

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

Work Location: In person