Primary Details
Time Type: Full time
Worker Type: Employee
The purpose of this role is to input policy details accurately, provide technical support, and deliver exceptional customer service to support the team leader and ensure client satisfaction in a regulatory-based environment.
Responsibilities:
- Review, analyse and interpret processing instructions, applications, and work request correspondence from underwriters and agents.
- Navigate, interpret, and analyse Insurance Services Office (ISO) rating manuals to review methodologies and rules for manual rating and issuing insurance policies.
- Provide rating and processing support for lines of business and multi-state accounts.
- Process straight-through underwriting policy issuance and amendments within established guidelines.
- Provide customer service support for underwriters, handling inquiries and requests with a high level of complexity.
- Work with underwriters to deliver timely and accurate products for multiple lines of business.
- Mentor team members to guide the success of the processing team and meet service level expectations.
- Ensure policies are followed and refer/escalate where appropriate.
- Establish and maintain good working relationships with stakeholders.
- Maintain product, system and process knowledge.
Work Experience:
Preferred Work Experience includes:
- Some call centre experience in service industry, preferably with insurance, financial or retail industry.
- Experience in customer service, preferably with BPO experience and shifting schedules.
- Call centre experience within the insurance and/or banking industry, including billing experience and increasing level of responsibility.
- Some experience in service industry in a similar role, including some customer service or technical support call centre voice experience within the insurance and/or banking industry.
Qualifications:
Necessary Qualifications include:
- Tertiary Degree or equivalent combination of education and work experience.
Global Disclaimer:
The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee’s normal duties. Our Group Code of Ethics and Conduct addresses the responsibilities we all have at QBE to our company, to each other and to our customers, suppliers, communities and governments. It provides clear guidance to help us to make good judgement calls.
US Only Disclaimer:
To successfully perform this job, the individual must be able to perform each essential job responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities.
Skills:
Critical Thinking, Customer Handling, Customer Service, Customer Value Management, Detail-Oriented, Documentations, Emotional Awareness, Industry Knowledge, Intentional collaboration, Managing performance, Policy Compliance, Policy Management, Regulatory Compliance, Risk Management, Stakeholder Management
How to Apply:
To submit your application, click "Apply" and follow the step by step process.
Equal Employment Opportunity:
QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.