Policy Support Officer II – Customer Service & Insurance Processing

About the role

The Policy Support Officer II provides front‑line customer service via email, handling inquiries from customers, underwriters and agencies about insurance products, processes and policies. The role ensures accurate work allocation, monitors transaction flows and supports the end‑to‑end lifecycle of new business, renewals, cancellations and endorsements.

Key responsibilities

• Respond to email inquiries, delivering clear information on product, process and policy matters.
• Allocate and monitor work, reporting on inflow of new business, renewals, cancellations and endorsements.
• Assess completeness of received documents and propose solutions for any gaps.
• Enter and update data in internal systems while adhering to established guidelines.
• Collaborate with stakeholders and other functions to resolve complex questions.
• Prepare required reports and ensure compliance with legislation, industry codes and company policies.

Required profile

• Bachelor’s degree or equivalent combination of education and experience.
• 0‑1 year relevant experience, preferably in a BPO or insurance processing environment.
• Strong verbal and written communication skills with a customer‑service focus.
• Ability to multitask, stay organized and maintain attention to detail.
• Performance rating of at least “Stretching” in the latest MYIR.

Required skills

• Proficiency with Microsoft Office tools.

What we offer

• Full‑time employee position within a global insurance organization.
• Opportunities to develop expertise in insurance policy administration.
• Supportive culture aligned with QBE’s seven cultural elements.