Cancellations Officer

The Cancellations Officer will process paid and unpaid product cancellations within the required 15-business-day timeframe. The role will coordinate refund calculations, selling-agent clawbacks, customer and agent communications, approvals, payments and monthly reporting. Strong organisation, deadline control, numerical accuracy and detailed record keeping are essential.

• Receive completed cancellation request forms from the Claims team/customers and promptly register each request for processing.
• Record and monitor the 15-business-day completion deadline and ensure the customer receives any approved refund within that timeframe.
• Enter cancellation details into the approved calculator and review the generated refund and pro rata amounts for accuracy and submit each to the responsible manager for review and approval.
• Determine the applicable selling-agent clawback for each cancellation and initiate recovery promptly.
• Apply the approved recovery method by offsetting the clawback against upcoming commission payments or raising a clawback invoice.
• Notify the selling agent of the cancellation, clawback amount and recovery method and provide seven days for payment where an invoice is issued.
• Process the approved customer refund and maintain evidence that the payment and cancellation were completed within the required timeframe.
• Process unpaid cancellations after receiving confirmation and supporting evidence from the Debtors & Collections Officer/Selling Agent.
• Maintain a monthly clawback report showing amounts issued, amounts outstanding and the current follow-up status.
• Follow up unpaid clawbacks with selling agents and refer unresolved matters to Sales Support for further action.
• Respond to customer and selling-agent telephone and email enquiries and provide accurate cancellation status updates.
• Other position-level duties as they arise.

Requirements

• A minimum of 3 years of relevant experience in cancellations, finance administration, insurance administration or a similar deadline-driven role is essential.
• Demonstrated experience managing time-sensitive workflows, calendars and multiple concurrent cases is essential.
• Strong numerical accuracy and confidence using calculators, refund schedules, pro rata amounts and financial records are essential.
• Intermediate to advanced Microsoft Excel skills and confidence working with reports, trackers and structured data are essential.
• Strong written and verbal communication skills, with confidence engaging customers, selling agents and internal stakeholders, are essential.
• Strong attention to detail and the ability to maintain complete records, supporting evidence and audit trails are essential.
• Ability to follow detailed procedures, meet a strict 15-business-day service requirement and escalate risks promptly is essential.
• Experience with clawbacks, refunds, commission offsets or invoicing is highly regarded.
• Experience within insurance, financial services, warranty administration or another regulated environment is highly regarded.
• Ability to learn through remote training, follow direction and work independently is essential.

Note: The official job title of the role is Cancellations Officer.

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
• Monday–Friday: 6:15 AM – 3:15 PM PHT or 7:15 AM – 5:15 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.