Facilitate delivery of effective customer service by developing knowledge of department processes and procedures, answering and placing calls to policyholders, agents, mortgage companies and other customers as needed and resolving inquiries to achieve established quality and productivity standards.
Primary Responsibilities:
Provide timely, accurate customer service by answering inbound calls, researching inquiries and responding to coverage, billing and policy related questions to meet service level agreements
Advise customers by recommending and/or cross-selling available coverages and products to inform on options to meet insurance needs
Resolve customer issues by maintaining accurate records of grievances and complaints, answering questions and escalating calls as required to ensure customer satisfaction and effectiveness of service
Ensure insurance policy alignment with key stakeholder needs by utilizing independent judgment to accurately place coverage based on individual clients’ risk exposure
Build customer service knowledge by taking personal initiative for learning additional processes and client-specific procedures to support customers in secondary areas and provide comprehensive, well-informed responses to inquiries
Support the achievement of productivity standards by managing a high volume of incoming calls from multiple key stakeholders and processing related activities arising from incoming requests to meet business needs and achieve service level agreements
Contribute to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value “can do” people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun
Support QBE values in personal work behaviors, decision-making, contributions and interpersonal interactions; manage own career development by soliciting feedback and valuing other perspectives
Experience / Knowledge / Skills / Abilities:
1+ year of relevant experience in Customer Service; operations; call center and insurance industry experience
High School Diploma/GED
Property & Casualty insurance license is mandatory
Bilingual (Spanish speaking is strongly preferred)
Bilingual capability (speaks, reads, writes in English and Spanish at a level that can communicate with clients and other professionals). Compensation differential will apply to those candidates with proven fluency in Spanish.
Principles and processes for providing customer service, including customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction
Basic working knowledge of relevant systems and tools utilized in area of responsibility, including carrier management systems
Terminology, function and fundamental capabilities of common computer, software, information and communication technology devices, components, and concepts
Basic knowledge of Property & Casualty insurance products in all states, including policy and contract language
Basic knowledge of Property & Casualty underwriting for product areas of responsibility
Keep call logs, records, and files up-to-date and readily accessible
Apply research and investigative techniques
Understand customer needs and goals actively look for ways to meet them
Communicate information in a clear, well-organized, and professional manner
Encourage and build mutual trust, respect, and cooperation among team members
Follow established guidelines to focus on details and complete tasks attentively and thoroughly
Retain customer accounts via re-write of existing policies or coverage
Escalate issues when necessary
Show empathy and sensitivity to the experience of others
Positive, pleasant and supportive disposition towards co-workers and colleagues
Professional, polished, poised and positive demeanor
Demonstrated interest in enhancing knowledge; seeks opportunities to learn and grow
High attention to detail
Adapt and be flexible in a complex changing environment; multi-task and handle competing priorities
Complete required continuing education to maintain active Property & Casualty insurance license
Equal Employment Opportunity
The companies of QBE North America are committed to equal employment opportunities. All qualified applicants will receive consideration for employment without regard to age, disability, marital or parental status, national origin, citizenship, race, color, religion, sex, sexual orientation, or veteran status. All personal information contained in this application will be kept confidential as required by law.