- Provide frontline support across the claims function within a mechanical breakdown warranty and insurance environment.
- Manage a high volume of inbound claims enquiries and customer interactions across phone and administrative channels.
- Assist customers with claim lodgement support, policy and claims queries, claim status updates, documentation requirements, and general claims-related assistance.
- Act as a professional first point of contact for customers, delivering clear, accurate, and timely communication throughout the claims process.
- Support customers who may be distressed, frustrated, or escalated, while maintaining composure, empathy, professionalism, and control of the conversation.
- Accurately capture, review, and update customer and claim information within internal systems, ensuring records are complete and up to date.
- Support the timely progression of claims by following up outstanding information, identifying next actions, and coordinating with the broader claims team as required.
- Assist in maintaining service standards across a busy and fast-paced claims environment where responsiveness, consistency, and attention to detail are critical.
- Work within established claims procedures, service frameworks, and internal quality expectations to ensure claims support activities are delivered accurately and efficiently.
- Carry out all duties in line with confidentiality obligations, internal protocols, and legislative and compliance requirements relevant to general insurance and AFSL-regulated environment.
- Contribute to a reliable, stable, and team-oriented claims operation through consistent attendance, accountability, and commitment to performance standards.
Requirements
- Previous experience in customer service, contact centre, claims support, insurance administration, or a similar high-volume support role.
- Strong ability to manage high volumes of customer interaction while maintaining quality, professionalism, and accuracy.
- Demonstrated experience handling difficult, emotional, or escalated customer conversations in a calm, resilient, and solutions-focused manner.
- Clear and confident verbal communication skills, with the ability to explain claims processes, requirements, and next steps effectively.
- Strong written communication skills and the ability to maintain accurate file notes, claim records, and internal updates.
- Good attention to detail and a disciplined approach to following procedures, workflows, and compliance requirements.
- Strong organisational skills with the ability to manage competing priorities, follow through on tasks, and work efficiently in a fast-paced environment.
- Proven reliability, strong attendance, and a consistent work ethic, with the ability to contribute positively to team stability and retention.
- Sound computer literacy and confidence using claims systems, CRM platforms, and standard business applications.
- Ability to work collaboratively within a broader claims team and support operational goals and service expectations.
- Experience within insurance, warranty, motor, or other regulated service-based environments will be highly regarded.
- Exposure to general insurance legislation, AFSL obligations, or compliance-based operating environments will be advantageous.
Benefits
Why Join Twoconnect?
We offer more than just a job — we offer a supportive and rewarding career experience. Here’s what you can expect from this opportunity:
- Onsite: Level 28, IBP Tower, Jade Drive, Ortigas Center, Pasig City, Metro Manila, Philippines
- Mon - Fri: 6:15 AM – 3:15 PM PHT (adjustments will be made for daylight saving time)
- HMO with 2 free dependents and medical reimbursements
- Government-mandated benefits
- Opportunities to work with leading companies in Australia and beyond
- Training programmes for career development
- Engaging company outings, team activities and wellness sessions
- Supportive, inclusive culture
- Dedicated managers focused on your growth and success
Twoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom and Europe, providing direct access to global careers and long-term opportunities.
We offer competitive pay and benefits, additional entitlements and structured career development programs that make employment both financially rewarding and professionally sustainable.
Our industry-leading retention rate demonstrates our commitment to a people-first culture that prioritizes stability, growth and genuine care for every employee.
Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team.
🔗 Learn more about us through our official pages:
Website: https://twoconnect.com.au/
Careers: https://apply.workable.com/twoconnect-careers/
LinkedIn: https://linkedin.com/company/twoconnectau
Facebook: https://www.facebook.com/2woconnect/
Instagram: https://www.instagram.com/twoconnect_/
Skills Required
- Previous experience in customer service, contact centre, claims support, insurance administration, or a similar high-volume support role
- Ability to manage high volumes of customer interaction while maintaining quality, professionalism, and accuracy
- Experience handling difficult, emotional, or escalated customer conversations in a calm, resilient, and solutions-focused manner
- Clear and confident verbal communication skills to explain claims processes, requirements, and next steps
- Strong written communication skills and ability to maintain accurate file notes, claim records, and internal updates
- Good attention to detail and disciplined approach to following procedures, workflows, and compliance requirements
- Strong organisational skills with ability to manage competing priorities and follow through on tasks
- Proven reliability, strong attendance, and a consistent work ethic
- Computer literacy and confidence using claims systems, CRM platforms, and standard business applications
- Ability to work collaboratively within a broader claims team
- Experience within insurance, warranty, motor, or other regulated service-based environments
- Exposure to general insurance legislation, AFSL obligations, or compliance-based operating environments
What We Do
Twoconnect is an Australian-owned managed offshoring services provider that helps businesses scale by connecting them with skilled remote professionals in the Philippines. They provide comprehensive managed services, including talent sourcing, recruitment, IT setup, onboarding, and ongoing HR and performance management. Their mission is to empower people with global employment opportunities while helping clients reduce operational costs and improve efficiency through seamless cultural and operational integration.
