Manage customer service representative who Interact with customers to provide information in response to claim and/or policy coverage inquiries (telephone, email, mail, etc.) while maintaining a professional demeanor in all situations - Ensures understanding of customer’s circumstances, problems, expectations and needs, for the purpose of resolving customer inquiries/issues - Maintains extensive product knowledge to confirm and discuss moderately complex to complex information for products and/o... more details
Primary Details
Time Type: Full time
Worker Type: Employee
The Opportunity
The role will direct the core functions of the claim's customer service and support staff to enable cost-effective, high quality and efficient service. This position will manage the Customer Service team to ensure customer inquiries are addressed to their satisfaction and provide support to the Claim department as required.
Primary Responsibilities
• Manage customer service representative who Interact with customers to provide information in response to claim and/or policy coverage inquiries (telephone, email, mail, etc.) while maintaining a professional demeanor in all situations
•Ensures understanding of customer’s circumstances, problems, expectations and needs, for the purpose of resolving customer inquiries/issues
•Maintains extensive product knowledge to confirm and discuss moderately complex to complex information for products and/or product features, along with benefits / consequences of an action / request made by a customer/agent
•Maintains extensive knowledge of policies and procedures and understanding of business and organization. Ensures appropriate application throughout task completion. Complies with company and regulatory guidelines
•Provides support to Claim department in areas requiring specialized skills or knowledge as well as assisting with setting up appointments and performing routine follow-up. This may require interaction with third parties when necessary
•All other duties as assigned
•Supervise daily operations of team by coordinating and communicating employee tasks, measuring performance and providing feedback to achieve high productivity and meet service level expectations
Required Education
• High School Diploma/GED
Required Experience
• 2 years relevant experience
Preferred Competencies/Skills
• Organize people, tasks and activities to yield efficient work flow
•Manage one’s own time and the time of others
•Provide appropriate structure, direction and feedback
•High attention to detail
•Understand team dynamics and utilize the individual strengths of each member to achieve results
Preferred Experience
• Experience in the insurance industry (preferably long-term care) or in a call center environment
Preferred Knowledge
• Working knowledge of administrative procedures and systems, managing files and records and other office procedures and terminology
•Understanding of performance management techniques and best practices
•Demonstrated knowledge and interpretation of insurance policy and contract language
•Working knowledge of Microsoft Office Suite, common computer software, communication and concepts
About QBE
We can never really predict what’s around the corner, but at QBE we’re asking the right questions to enable a more resilient future by helping those around us build strength and embrace change to their advantage.
We’re an international insurer that’s building momentum towards realizing our vision of becoming the most consistent and innovative risk partner.
And our people will be at the center of our success. We’re proud to work together, and encourage each other to enable resilience for our customers, our environment, our economies and our communities.
With more than 12,000 people working across 27 countries, we’re big enough to make a real impact, but small enough to provide a friendly workplace, where people are down-to-earth, passionate, and kind.
We believe this is our moment: What if it was yours too?
Your career at QBE — let’s make it happen!
https://www.linkedin.com/company/qbe-north-america/
US Only - Travel Frequency
• NA
US Only - Physical Demands
• General office jobs: Work is generally performed in an office environment in which there is not substantial exposure to adverse environmental conditions. Must have the ability to remain in a stationary position for extended periods of time. Must be able to operate basic office equipment including telephone, headset and computer. Incumbent must be able to lift basic office equipment up to 20 lbs.
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.
Job Type
• Manager
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.
Inclusion of Diversity
At QBE, we are deeply committed to fostering an inclusive workplace where each person is valued and respected for their authentic selves. If you require any assistance, such as alternative interview accommodations during the recruitment process, please do not hesitate to inform our Talent Acquisition team.
Compensation
Base pay offered will vary depending on, but not limited to education, experience, skills, geographic location and business needs
Annual Salary Range: $59,000 - $89,000
AL, AR, AZ, CO (Remote), DE, FL, GA, IA, ID, IL (Remote), IN, KS, KY, LA, ME, MI, MN, MO, MS, MT, NC, ND, NE, NH, NV, OH, OK, OR, PA, SC, SD, TN, TX (Remote, Plano), UT, VA, VT, WI, WV and WY
* * * * *
Annual Salary Range: $65,000 - $97,000
CA (Remote, Fresno, Irvine and Woodland), Greenwood Village CO, CT, Chicago IL, MA, MD, NY (Remote), RI, Houston TX and WA
* * * * *
Annual Salary Range: $74,000 - $111,000
San Francisco CA, NJ and New York City NY
Benefit Highlights
You are more than your work – and QBE is more than a workplace, which is why QBE provides you with the benefits, support and flexibility to help you concentrate on living your best life personally and professionally. Employees scheduled over 30 hours a week will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health.
We also offer a competitive 401(k) contribution and a paid-time off program. In addition, our paid-family and care-giver leaves are available to support our employees and their families. Regular full-time and part-time employees will also be eligible for QBE’s annual discretionary bonus plan based on business and individual performance.
At QBE, we understand that exceptional employee benefits go beyond mere coverage and compensation. We recognize the importance of flexibility in the work environment to promote a healthy balance, and we are committed to facilitating personal and professional integration for our employees. That's why we offer the opportunity for hybrid work arrangements.
If this role necessitates a hybrid working model, candidates must be open to attending the office 8-12 days per month. This approach ensures a collaborative and supportive work environment where team members can come together to innovate and drive success.
#LI-Hybrid
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.
